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Customer Service Training: Critical Elements of Customer Service
$139.99This course is all about the critical elements of customer service: a customer service focus that is defined within, and given life by, your organization. In order to be successful, this focus must be reinforced every day, measured, and improved upon. -
Employee Dispute Resolution: Mediation through Peer Review
$139.99In this course, you will learn about the peer review process, which includes a statement being filed, gathering evidence, creating the peer review panel, conducting the peer review hearing, and making a decision. -
Developing Your Training Program
$139.99You will start this course by considering what training is, when it is necessary, and what other options are out there. Then, you will learn the ICE method for identifying needs, a seven-step model for instructional design, and tips for building an engaging program. Next, you will walk through the steps of program design, including setting learning objectives, identifying evaluation strategies, choosing learning methodologies, finding content, creating energizers, using assessment tools, developing supporting materials, and testing the program. You will also receive tips on creating a proposal for a training program and building rapport with company sponsors. -
Call Center Training: Sales and Customer Service Training for Call Center Agents
$139.99In this course, you will learn how to present yourself appropriately on the telephone. You will also learn tips for saying “no,” giving bad news, selling on the phone, overcoming objections, dealing with difficult customers, taking messages, and managing voice mail. We will also share a basic telephone script that you can customize. -
Self-Leadership
$99.00In this course, you will explore the four pillars of self-leadership: knowing who you are, knowing what you do, knowing what you need to learn, and using what you know. -
Advanced Skills for the Practical Trainer
$139.99To begin, you will explore the trainer’s role and what skills and competencies trainers should have. Then you will learn about the learning process and different learning styles, and apply that knowledge to designing programs and motivating learners. You will also learn ways to manage the stress of training, plan a workshop, and lead a training session. Then, you will learn techniques for dealing with difficult participants, evaluating learning, and conducting on-the-job follow-up. Alternative training methods, such as eLearning, co-facilitation, and team teaching will also be covered. -
Microsoft 365 PowerPoint Online: Working with Images and Shapes
$99.00In this course you will learn how to: Insert graphics, Modify and format objects, and Adjust image appearance -
Employee Recognition: Appreciating Your Workforce
$99.00Here you are going to learn just what an employee recognition program is all about. You’re going to consider who falls under the definition of an employee and then decide why you should provide recognition for them. You will also look at the types of recognition programs, how to lay the foundation for one, and then how to actually build, implement, and follow up on a program in your office. -
Research Skills
$139.99In this course, you will learn basic research skills, such as reading, memory recall, and note-taking. You will also learn how to create different kinds of outlines for different stages of your project, and how to move from the outline to writing, editing, and polishing. As well, you’ll learn how to find information using the library’s Dewey Decimal System, journals, and the Internet.
