- Business Writing Basics
- Customer Relationship Management 101
- Dealing With Difficult People
- Gregg Shorthand 101 (Centennial Version)
- How to Persuade
- Interview Skills 101
- Marketing Outreach
- Negotiating Skills
- Telephone Skills and Quality Customer Service
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Course Description:
1.0 Continuing Education Units are available at course completion.
We live in world where communication is paramount to survival. In a work environment where communication is equated with the professionalism and efficiency of an individual, would you jeopardize your career because of bad writing? Do you want the embarrassment of sending out a poorly written email to your peers? Can you risk sending out badly written communications to customers and putting your company's reputation on the line? Of course not, no one aspires to be a bad writer. No one wants to communicate badly. This crash course in business communication may help remedy your writing woes. From the basic do's and don'ts of business communication to the nitty-gritty of formatting, punctuation, tone and language--this course covers all the fundamentals. As a one stop guide to a professional's writing career, the class is ideal for assistants, secretaries, executives, managers, and senior managers of any company or organization. Learn about the common mistakes we make when writing a business letter. Learn how often people mistake 'affect' for 'effect', and 'except' for 'accept'. Learn about how to write business emails. This course will also give you insights into your reader's mind. Who are they? What do they want? How can you effectively reach out to them? So join us today!
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Course Description:
1.0 Continuing Education Units are available at course completion.
Quality in a service or product is not what you put into it. It is what the client or customer gets out of it. (Peter Drucker) We are exposed to customer service (of one kind or another) at least once a day, every day of the week, fifty-two weeks of the year. There is times when individuals, organizations and companies take the provision of good service, and the people who deliver it, for granted. We should not – giving top quality Customer Service is an art form. Customers love and cherish companies that treat them the way they (the customer) want to be treated. People are now prepared to pay more for good service. So the providers of the good service – YOU – are gems beyond price these days. Whatever your reasons for considering this course, we can promise you that you will get even more than you might have thought from its contents. You will most likely pick up things you might not have considered before, or even been aware of – CRM for example! This course will focus on these topics: 1. A Customer Centered/Focused Organization How important is good customer service really? The evolution of Customer Service, TQM, Perceptions, The ‘Hot Button' of the ‘90s 2. Taking an honest look at your own customer service Your current customer service profile, Self-evaluation – honestly! How does your company rate? Protocols, How do you & your company deal with Feelings? 3. Your company's Customer Service focus In-focused, Customer-Focused, The 3 Basic Elements of Excellent Service, Are you friendly to customers? Customer Friendly Reflections, Expanding your understand of your Company's Definition of Service 4. Developing a Winning Customer Service Strategy What are your current Customer Service Strategies? Key Strategies , Top Down Approach, Actually using the Feedback you ask for, Know thyself & it shall be true! The creation of client centric practices, The sheer economic necessity of Top Customer Service 5. The Plus's of exceptional Customer Service Critical success factors , Consistency, Criteria, Recognizing Excellence/Reward & Recognition Factors, Awareness, Education 6. The WOW Customer Service Training & Service Excellence The wisdom of choosing appropriate training, Brainstorming & Problem Solving Customer Service Enhancers, TIPS - The Coaching Approach, The Listen & Learn Approach 7. Which is the way to go: Surveys/Questionnaires, Interviews or Focus groups? Surveys, Questionnaires, Interviews, Focus Groups, Who should conduct or run them? Which one should you use? HOW TO prepare a Top Customer Service Survey 8. Acquiring Customers & Keeping Them Put yourself in the customers shoes, What does my customer actually want? Standards – making, measuring & managing, What you can measure you can manage, Reinventing your processes to suit the customer, Quality Groups What NOT to Do if you want to keep your customers 9. Those ‘Extras' & Miscellaneous Factors Body Language, It's How You Say It that really counts, Your computer isn't always your best friend, The differences between data and information, The 2 E's – Ethics & Espionage 10. When the Going Becomes Rough -- What to Do! When you need to say NO and how to say it! Seeing Red and Dealing with It! Take the Initiative and Bounce Back 11. Working in the World of the WEB! The Internet has changed the rules & HOW! Automating the personal touch? Clicking with your Customers, Developing Trust & Loyalty – online, Customer Acquisition, Some rules for staying on the road to Success with E-Commerce 12. CRM – It's not just an Option – It's here to STAY! Exactly what is CRM? Is it the Latest & Greatest? How do we use it? Automating the personal touch, Defining the technical requirements, Choosing the right CRM tools, The amazing power of CRM, The correct CRM program for you, What defines success with CRM? 13. Customer Service Management Options of the Future! People Orientated? Technology Orientated? Strategies, How to best organize Customer Service for the future
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Course Description:
1.0 Continuing Education Units are available at course completion.
Dealing with a difficult or toxic personality can be damaging both emotionally and physically, particularly if the person is your boss or sitting in the cubicle right next to you. Confronting those who compromise your comfort and job security can be very difficult for many people, but standing up for yourself is essential in the workplace. If you can't stop thinking about a problem with someone at work- be it a bullying boss, a subversive coworker, or a sexist client- it's important to know that you can take control of the situation. This class will allow students to explore what feeds these kinds of behaviors, ways to address these situations, and when to call for outside assistance. In 11 easy to follow lessons, students will learn to identify various types of difficult personalities and address conflict before it begins to chip away at their well-being and job satisfaction. Course material includes: An overview of your rights in the workplace Simple tips for reducing stress on the job Establishing boundaries Effective collaboration Conflict resolution Interpreting body language Coping with aggressive behavior Dealing with critics and power freaks Working with slackers and energy vampires Avoiding the gossip mill Gender differences in the workplace What to do when prejudice rears its ugly head Standing up to a bullying boss
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Course Description:
1.0 Continuing Education Units are available at course completion.
Gregg Shorthand is the most widely used system of its kind in the world. It is used by millions of professionals from all walks of life in nearly every country worldwide. This system of shorthand is the most efficient of any other type created, it is considered the easiest to learn, use and read, it is simple, straightforward and elegant in design. As the Gregg system evolved, since its inception in 1888, it has become even easier to learn over the years. This course addresses the newest version of Gregg Shorthand, which is the second edition “Simplified.” You will find that by learning this system of shorthand that your work will become much easier and the knowledge you have obtained will give you valuable access to numerous positions in the business world. There are ten comprehensive lessons written in an easy to follow, informative manner. Lessons will contain the following elements: Introduction to the Lesson: Introduction The Lesson body broken down by topic: “Learn It” Lesson Conclusion: “Conclusion” Practice writing and audio activities following each lesson Brief lesson review quiz Highlighted key terms, checklists, exercises, and Web site resources will be threaded throughout the entire course when and where appropriate and necessary. Making full use of this course, in its entirety, is the first step in getting more of what you want in life and business.
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Course Description:
1.0 Continuing Education Units are available at course completion.
Have you ever wondered why some people can convince you to do anything? It comes down to persuasion techniques. Aristotle said that persuasion is amoral only good people should be trained in communication. This course is designed to teach the everyday individual how to become a more competent communicator and techniques of how to persuade. This course is for the individual who needs some help in the art of persuasion; this course is not designed to teach you everything there is to know about persuasion and communication, but is an excellent start to persuasion. There are no special requirements for the course and it would be an excellent edition to any continuing education program.
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Course Description:
1.0 Continuing Education Units are available at course completion.
Preparing for your job interview could very well be one of the most important moments of your career. Landing the perfect job can be a challenge, but with the determination and passion you will need to begin a successful career, you can easily overcome this challenge, and bring a lot of valuable experience with you to the next interview if you don't get the job. Just a little preparation and thought ahead of time can have wondrous effects on your interviewing skills. This course will go over the issues and provide an in-depth analysis of the interviewing process. With some independent practice, this course can help you prepare successfully for any job interview! Topics will include: Common Interview Questions What Employers Want Attitude and Effort Body Language Research The Mock Interview Phone Interviews Behavioral Interviews Closing the Interview Thank You Notes
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Course Description:
1.0 Continuing Education Units are available at course completion.
Marketing a company's products and services to potential and existing customers is not only necessary, but a key ingredient to growing sales. Outreach marketing is the facet of marketing in which a company representative actively seeks out potential leads by meeting with local businesses or the public, speaking at local events, or getting involved with the local chamber of commerce. By networking and creating a lead base you are opening doors for your business and others. You need not spend an immense amount of money all the time to market your products and services, but by working smarter, and connecting with the right people you can generate business and that is priceless. Marketing in a sense is building relationships, and through those relationships you can gain viable resources that will contribute to your success. In this course you will learn how to increase business sales. Topics covered include: Outreach Marketing for Your Business Type, How Outreach Marketing Can Drive Sales, Approaching Outreach Marketing Contacts for the First Time, Follow Up and Maintaining a Rapport, Marketing and Advertising Working Together, Incorporating a Referral Program into Your Marketing Plan, Outreach Marketing Via Online Sources, Tracking Outreach Marketing Success, and Other Marketing Successes.
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Course Description:
1.0 Continuing Education Units are available at course completion.
In order to be effective at any business endeavor learning how to negotiate properly is not simply a nice skill to have, it has become an essential requirement in career advancement. This course will teach you what you need to know in order to become accomplished at finding that perfect middle-ground in any deal. For those who relish the idea of engaging in what some call the dance of compromise, you will also profit from the beneficial information contained within this course. Lastly, those who tend to overshoot their mark will learn how to be more restrained in their negotiations. There are ten comprehensive lessons written in an easy to follow, informative manner. The end of each lesson will provide you with multiple summary review questions so that you may effectively test your new found knowledge. We encourage you to use these self-test questions to determine whether you are ready to move on to the next lesson or if you should review portions of the preceding lesson before taking the next step. Don't rush yourself. Take the time to read all portions of the lessons and complete the exercises and self-tests. Making full use of this course, in its entirety, is the first step in getting more of what you want in life and business.
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Course Description:
1.0 Continuing Education Units are available at course completion.
Today's consumers have a variety of options for shopping, obtaining services and getting the help they need. They can use catalogs, the mail, the Internet and face-to-face contact, yet telephone customer service is still the first choice for most customers when they have questions or a problem that needs to be resolved. In order to ensure your customers or clients are happy with the customer service they receive, it's even more important for you to provide exceptional customer service, including outstanding telephone service. Consumers expect better service than ever before, and the limitations of telephone communications don't exempt you from offering them the satisfaction and resolution they demand. This course focuses on honing outstanding telephone customer service skills in order to meet customer needs and presenting a professional, knowledgeable image that reflects well on your company. When you have finished this course, you will know everything you need to make your customers feel valued and satisfied even under the most difficult circumstances.
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