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Customer Service Online Training Courses

Incredible online Customer Service training courses! These Customer Service training courses have been designed specifically for workers at any level to achieve high levels of customer service.

Improve yourself and your organization today with professional customer service skills. Provide indepth customer service training with ease. Learn to provide first-class customer service for your customers to strengthen yourself and your organization.



+The Importance of Call Tracking and Ticketing

    Overview/Description
    As the front line in customer contact, call centers rely on proper documentation to track and resolve customer-related issues. This Business Impact explores the five stages of the call-center cycle.

    Target Audience
    Call Center Representatives, Supervisors and Managers

    Expected Duration (hours)
    0.1

    Lesson Objectives

    The Importance of Call Tracking and Ticketing

+Creating an Effective On-hold Message

+Determining Proper Expectaion-management Techniques

    Overview/Description
    This Challenge Series explores the options CSAs have at their disposal to manage customer expectations by recognizing which techniques and approaches are appropriate for a given situation.

    Expected Duration
    15 minutes

     

     

     

    +Training Methods for CSRs in the Customer Contact Industry

      Overview/Description
      There are several options available for training customer service representatives. This Challenge involves selecting the best method for training CSRs how to use new call management software.

      Expected Duration
      15 minutes

+Aligning Agent Behaviors with Caller Types

    Overview/Description
    Successful customer service agents know how to recognize the tone of a caller and adapt to it. This Business Impact explores three of the more common caller types and outlines workable coping techniques.

    Target Audience
    Call Center Representatives, Supervisors and Managers

    Expected Duration (hours)
    0.1

    Lesson Objectives

    Aligning Agent Behaviors with Caller Types

    • Objective Text


+Converting a Call Center to a Profit Center

+Managing Your Call Center More Efficiently

+Customer Service Training - The Interview and Beyond

+Disaster Recovery - Keeping the Lines Open

+Preventing Agent Absenteeism through Better Working Conditions

+Workforce Management Software- Is it Worth it?

    Overview/Description
    Call centers strive to provide outstanding customer service while simultaneously keeping down labor costs. This Business Impact examines how workforce management software can help achieve this.

    Expected Duration
    4 minutes

+Prioritizing Rewards and Recognition in Call Centers




+ITIL® 2011 Edition Foundation: ITIL® and the Service Lifecycle

    Overview/Description
    Organizations that provide IT services to internal or external customers need to provide excellent services to enhance value to the organization. The IT Infrastructure Library (ITIL®) can help organizations achieve these goals and increase external and internal customer satisfaction. To be successful, an organization needs to have the capabilities to manage these services and good practices to ensure these capabilities are fully utilized. This course addresses using service management as a practice for IT companies. This course will assist the learner in preparing for the ITIL® Foundation level certification examination and is aligned with the ITIL® 2011 Edition syllabus. ITIL® is a registered trade mark of AXELOS Limited.

    Target Audience
    For information technology professionals who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and individuals preparing for the ITIL® Foundation exam.

    Prerequisites
    None

    Expected Duration (hours)
    1.5

    Lesson Objectives

    ITIL® 2011 Edition Foundation: ITIL® and the Service Lifecycle

    • match the organizations involved with the IT infrastructure library and examinations with their role
    • identify the reasons for ITIL®'s success
    • identify the features of the ITIL® qualification and examination scheme
    • identify how a service can provide value
    • identify the features of services
    • identify the features of Service Management
    • recognize the importance of Service Management and the challenges service providers face
    • match each ITIL® volume with a description of what it provides
    • recognize the goals and objectives of each Lifecycle stage
    • recognize the scope of each Service Lifecycle stage
    • recognize the value of each Service Lifecycle stage
    • recognize the characteristics of lifecycle functions and processes
    • recognize the scope, goals and objectives, and Service Lifecycle stage in a given example

+ITIL® 2011 Edition Foundation: Service Strategy Fundamentals

    Overview/Description
    IT organizations face a variety of challenges to maintain a strategic advantage over their competitors. Within IT Infrastructure Library (ITIL®), Service Strategy is a stage of the Service Lifecycle that helps IT organizations create value for their organizations through their service assets. This course examines how value is created through service assets, and how these service assets can perform better through service automation. It also details two processes: Strategy Management for IT services and Service Portfolio Management. This course will assist the learner in preparing for the ITIL® Foundation certification examination and is aligned with the ITIL® 2011 Edition Foundation Syllabus. ITIL® is a registered trade mark of AXELOS Limited.

    Target Audience
    For information technology managers and support personnel who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and individuals preparing for the ITIL® Foundation exam

    Prerequisites
    None

    Expected Duration (hours)
    2.5

    Lesson Objectives

    ITIL® 2011 Edition Foundation: Service Strategy Fundamentals

    • describe the basic Service Strategy concepts
    • recognize how organizations use assets to create and add value
    • recognize how to implement service automation guidelines
    • identify the advantages of service automation
    • recognize how to use basic Service Strategies to add value
    • recognize key considerations for the Strategy Management of an organization's IT services
    • recognize how strategic management provides value to an organization
    • describe the activities of the strategic assessment and strategy generation stages of the Strategy Management process for IT services
    • describe the activities of the strategy execution stage and the measurement and evaluation stage of the Strategy Management process for IT services
    • identify key CSFs, KPIs, challenges, and risks of Strategy Management for IT services
    • recognize the activities of the define and analyze phases of the Service Portfolio Management process
    • recognize the activities of the approve and charter phases of the Service Portfolio Management process
    • identify key CSFs, KPIs, challenges and risks of Service Portfolio Management
    • describe the main considerations for the Strategy Management of an organization's IT services, given a scenario
    • identify the activities of the Strategy Management process for IT services, given a scenario
    • identify the activities of the Service Portfolio Management process, given a scenario

+ITIL® 2011 Edition Foundation: Service Strategy Processes

    Overview/Description
    In order to decide the best path for an IT service organization to grow, service providers need to develop a strategy to maintain an advantage over their competitors. This course details the processes that affect Service Strategy: Demand Management, Financial Management, and business relationship management. This course will assist the learner in preparing for the ITIL® Foundation certification examination. This course is aligned with the ITIL® Foundation Syllabus. ITIL® is a registered trade mark of AXELOS Limited.

    Target Audience
    For information technology managers and support personnel who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and individuals preparing for the ITIL® Foundation exam.

    Prerequisites
    None

    Expected Duration (hours)
    1.5

    Lesson Objectives

    ITIL® 2011 Edition Foundation: Service Strategy Processes

    • identify the challenges in managing demand for services
    • distinguish between SLPs and CSPs
    • recognize the characteristics of Financial Management concepts
    • recognize examples of Financial Management key inputs
    • recognize examples of Financial Management key outputs
    • recognize key features of Risk Management
    • recognize key considerations for business relationship management in an organization's IT services
    • describe how business relationship management supports customer satisfaction in Service Strategy
    • identify key CSFs, KPIs, challenges and risks of business relationship management
    • recognize how to manage Service Strategy in given scenarios

+ITIL® 2011 Edition Foundation: Service Design Fundamentals

    Overview/Description
    IT organizations must design their services according to their business objectives, thereby aligning those services with their business needs. Within ITIL®, Service Design is a stage of the Service Lifecycle that helps IT organizations create the design specifications to provide these IT services. This course will assist the learner in preparing for the ITIL® Foundation certification examination and is aligned with the ITIL® Foundation Syllabus. ITIL® is a registered trade mark of AXELOS Limited.

    Target Audience
    For information technology managers and support personnel who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and individuals preparing for the ITIL® Foundation exam.

    Prerequisites
    None

    Expected Duration (hours)
    1.5

    Lesson Objectives

    ITIL® 2011 Edition Foundation: Service Design Fundamentals

    • identify the five aspects of Service Design
    • recognize how to ensure that Service Design scope is aligned with business needs
    • identify considerations when designing a service solution
    • identify the options of status within the Service Portfolio
    • match roles in the enterprise architecture with their functions
    • recognize the areas to consider when designing a management architecture that integrates IT needs with business needs
    • identify the features of process design
    • recognize scenarios that illustrate metric tree benefits
    • demonstrate knowledge of the five aspects of Service Design

+ITIL® 2011 Edition Foundation: Service Design Processes

    Overview/Description
    IT organizations require information to create the design specifications necessary to provide IT services to their customers. Service Design processes are important because they provide organizations with information that will affect their decisions on designing solutions for new or changed services. This course is intended to introduce learners to the Service Design processes. This course will assist the learner in preparing for the ITIL® Foundation Level certification examination and is aligned with the ITIL® 2011 Edition Foundation Syllabus. ITIL® is a registered trade mark of AXELOS Limited.

    Target Audience
    For information technology managers and support personnel who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and individuals preparing for the ITIL® Foundation exam

    Prerequisites
    None

    Expected Duration (hours)
    2.5

    Lesson Objectives

    ITIL® 2011 Edition Foundation: Service Design Processes

    • recognize the basic concepts of Service Level Management
    • identify the objectives of Service Level Management
    • recognize how to conduct the activities involved in the negotiating phase of the SLM process
    • recognize how to conduct the activities in the monitoring and reporting phases of the SLM process
    • recognize the activities in the reviewing phase of the SLM process
    • Identify the basics of Service Level Management and how to conduct process activities
    • recognize the scope of design coordination
    • describe the activities in the design coordination process
    • identify the challenges and risks of design coordination
    • recognize the characteristics of the Service Catalog
    • recognize which Availability Management formula to use in given scenarios
    • recognize the responsibilities of the Service Catalog manager and the availability manager
    • calculate availability, reliability, and maintainability
    • recognize the focus of Capacity Management subprocesses
    • recognize the components of the Supplier and Contracts Database
    • recognize the responsibilities of the capacity manager and the supplier manager
    • recognize the components of the ISM and the objectives of the ISMS elements
    • sequence the stages of ITSCM Lifecycle
    • recognize the responsibilities of the security manager and the IT service continuity manager
    • recognize Service Design processes, objectives, and basic concepts

+ITIL® 2011 Edition Foundation: Service Transition Processes and Policies

    Overview/Description
    IT organizations need to transition their IT service designs into the live environment. Sound Service Transition processes are critical to the success of releasing IT services and help ensure that Service Design solutions will achieve their expectations. This course examines ITIL® Service Transition processes and policies, including release and deployment management, knowledge management, asset transition, service, and validation, and change management. This course will assist the learner in preparing for the ITIL® Foundation certification examination and is aligned with the ITIL® Foundation Syllabus. ITIL® is a registered trade mark of AXELOS Limited.

    Target Audience
    For information technology professionals who seek to improve and streamline the processes used to support the deployment of information technology services, and candidates preparing for the ITIL® Foundation exam. 

    Expected Duration (hours)
    2.5

    Lesson Objectives

    ITIL® 2011 Edition Foundation: Service Transition Processes and Policies

    • recognize the scope of Service Transition
    • describe examples of Service Transition policies
    • describe the phases of the Release and Deployment Management process
    • identify the Knowledge Management structure
    • describe the scope of the service Asset and Configuration Management process
    • describe the scope of the transition planning and support process
    • describe the scope of the service validation and testing process
    • describe examples of Service Transition policies
    • identify the activities of the phases of the Release and Deployment Management process
    • identify the Knowledge Management structure
    • describe the scopes of the asset transition, service support, and testing processes
    • differentiate between the types of service change in the Change Management process
    • identify the interfaces of the Change Management process
    • identify the stages of the normal change lifecycle
    • identify the aspects of the change procedure that could differ from a normal change procedure in emergency changes
    • differentiate between the types of service change in the Change Management process
    • identify the normal change lifecycle process, given a scenario
    • identify the emergency change procedures, given a scenario
    • identify key challenges of change evaluation

+ITIL® 2011 Edition Foundation: Introduction to Service Operation

    Overview/Description
    IT organizations must manage their day-to-day service operation according to their business objectives, so that their services are aligned with their business needs. Within the IT Infrastructure Library (ITIL®), Service Operation is a stage of the Service Lifecycle that helps IT organizations manage their daily operations to provide these IT services. This course is intended to help learners understand Service Operation within the Service Lifecycle. This course will assist the learner in preparing for the ITIL® Foundation Level certification examination and is aligned with the ITIL® 2011 Edition Foundation Syllabus. ITIL® is a registered trade mark of AXELOS Limited.

    Target Audience
    For information technology professionals who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and candidates preparing for the ITIL® Foundation exam

    Prerequisites
    None

    Expected Duration (hours)
    1.0

    Lesson Objectives

    ITIL® 2011 Edition Foundation: Introduction to Service Operation

    • describe the scope of Service Operation
    • recognize the responsibilities of Service Operation
    • identify the best practice principles for effective communication in Service Operation
    • identify strategies for facilitating successful meetings
    • determine which service desk structures to use in given examples
    • recognize the dual role of Technical Management
    • recognize how IT Operations Management achieves balance between its dual roles
    • identify the four roles of Application Management
    • recognize the features of Service Operation functions and how to select a service desk structure and how to staff it appropriately in a given example

+ITIL® 2011 Edition Foundation: Service Operation Processes

    Overview/Description
    IT organizations need to ensure that their services are operating properly. Service Operation processes are important because they enable organizations to correctly perform, manage, and control their day-to-day operations. This course examines the Service Operation processes within the ITIL® Service Lifecycle, including Incident Management and Problem Management, as well as Event, Request, and Access Management. This course will assist the learner in preparing for the ITIL® Foundation certification examination and is aligned with the ITIL® Foundation Syllabus. ITIL® is a registered trade mark of AXELOS Limited.

    Target Audience
    For information technology professionals who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and candidates preparing for the ITIL® Foundation exam

    Expected Duration (hours)
    2.0

    Lesson Objectives

    ITIL® 2011 Edition Foundation: Service Operation Processes

    • identify the scope of Incident Management
    • describe the basic principles of Incident Management
    • identify the activities of the Incident Management process
    • identify the scope of Incident Management
    • identify the basic principles of Incident Management
    • identify the activities of the Incident Management process, given a scenario
    • describe how Incident Management interfaces with other Service Lifecycle processes
    • describe the scope of Problem Management
    • describe the basic principles of Problem Management
    • identify the activities of the Problem Management process
    • identify the scope and principles of Problem Management
    • identify the activities of the Problem Management process, given a scenario
    • describe how Problem Management interfaces with other service lifecycle processes
    • identify the scopes of Event Management, Request Fulfillment, and Access Management

+ITIL® 2011 Edition Foundation: Continual Service Improvement

    Overview/Description
    IT organizations should incorporate service improvement continually throughout the lifecycle of every service they provide to their customers. Within ITIL®, Continual Service Improvement (CSI) is a stage of the Service Lifecycle that provides IT organizations the tools and processes necessary to continually improve their services. This course is intended to help learners understand how CSI will improve the IT services they offer their customers. This course will assist the learner in preparing for the ITIL® Foundation certification examination and is aligned with the ITIL® 2011 Edition Foundation Syllabus. ITIL® is a registered trade mark of AXELOS Limited.

    Target Audience
    For information technology professionals who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and candidates preparing for the ITIL® Foundation exam.

    Expected Duration (hours)
    1.5

    Lesson Objectives

    ITIL® 2011 Edition Foundation: Continual Service Improvement

    • identify the benefits to a business of adopting and implementing standard and consistent approaches for CSI
    • identify key considerations for implementing CSI
    • recognize typical information that should be included in a CSI register
    • identify key considerations for using the CSI register
    • recognize how the Deming cycle integrates with the CSI seven-step improvement process
    • identify the purpose of using the CSI seven-step improvement process
    • identify considerations for identifying strategies and defining measurements using the CSI seven-step improvement process
    • describe the metrics an organization will need to collect to support CSI and other process activities
    • describe best practices for data processing and analysis using the CSI seven-step improvement process
    • identify situations and scenarios when improvement implementation is appropriate
    • recognize how to use the seven-step improvement process of CSI



+ITIL® 2011 Edition Overview: Creating a Service Culture

    Overview/Description
    Organizations around the globe rely on information technology now more than ever in order to survive and thrive in today's competitive environment. But how do you balance the growing need for information technology management with tried and true business practices? How do you align processes, people, and systems while maintaining and improving your ability to meet customer demands and further develop business success? This course provides an introduction to ITIL®, and covers the ITIL® fundamentals. Specifically, what ITIL® is, the history of ITIL®, the benefits of ITIL®, and the importance of aligning IT with business. This course also introduces key aspects of implementing ITIL® in your organization, including the importance of a service culture to support ITIL®, and critical success factors for implementing ITIL®. ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.

    Target Audience
    Management and staff who want to gain a good understanding of ITIL® 2011 Edition at a high level, and those making any decisions about implementing ITIL® 2011 Edition-aligned standards, or pursuing ITIL® 2011 Edition certifications.

    Expected Duration (hours)
    2.0

    Lesson Objectives

    ITIL® 2011 Edition Overview: Creating a Service Culture

    • recognize the characteristics of ITIL®
    • identify the reasons why ITIL® is successful
    • explain how ITIL® originated
    • identify the goals of ITIL®
    • recognize common perception of IT functions within an organization
    • explain how ITIL® can help overcome misconceptions about IT functions
    • recognize what comprises a service culture
    • recognize the key methods in achieving a shift to a service culture
    • identify the things you need to do before starting ITIL® implementation
    • recognize key considerations for a successful ITIL® implementation
    • choose the appropriate way to create a service culture in a given situation

+ITIL® 2011 Edition Overview: Introduction to the ITIL® Framework

    Overview/Description
    A process or group of processes in place to manage the work of an organization, regardless of how meticulous and detailed it may be, is useless without being organized in some fashion. A planned structure is essential for ensuring success in managing IT functions in any organization. This course provides an introduction to the ITIL® Framework. Specifically, this course introduces the ITIL® Service Life Cycle and the five stages within the life cycle. The course covers an overview of Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement, including the purpose, scope, and processes of each. ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.

    Target Audience
    Management and staff who want to gain a good understanding of ITIL® 2011 Edition at a high level, and those making any decisions about implementing ITIL® 2011 Edition-aligned standards, or pursuing ITIL® 2011 Edition certifications

    Expected Duration (hours)
    2.0

    Lesson Objectives

    ITIL® 2011 Edition Overview: Introduction to the ITIL® Framework

    • identify the five ITIL® Service Life Cycle stages
    • recognize the characteristics of the functions and processes across the Service Life Cycle
    • recognize the purpose of the Service Strategy stage
    • identify the key processes in the Service Strategy stage
    • recognize the goals of the Service Design stage
    • recognize key processes in the Service Design stage
    • recognize the purpose of the Service Transition stage
    • recognize key processes in the Service Transition stage
    • recognize the scope and value of the Service Operation stage
    • identify the functions of the processes within the Service Operation stage
    • identify the value of the Continual Service Improvement stage
    • recognize the functions of the key processes in the CSI stage
    • choose the right service process for a given situation

+ITIL® 2011 Edition Overview: Certification and Benefits

    Overview/Description
    It's widely accepted that certification in a particular subject area builds credibility and trust in your work and performance. Obtaining ITIL® certification positions you as a highly-regarded asset to your colleagues, organization, and industry. But how do you know exactly what level of certification is right? And what specific areas, whether it be in your individual professional career, or your organization as a whole, would benefit from ITIL® certification? And how? This course provides a detailed overview of the purpose, vision, and principles of the ITIL® certification scheme. Specifically, the course covers the knowledge areas, target audience, and examination format of all of the available ITIL® certification levels: Foundation, Intermediate, Expert, and Master. Finally, the course covers the benefits of achieving ITIL® certification, both to the individual and to the organization. ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.

    Target Audience
    Management and staff who want to gain a good understanding of ITIL® at a high level, and those making any decisions about implementing ITIL®-aligned standards, or pursuing ITIL® certification.

    Expected Duration (hours)
    2.0

    Lesson Objectives

    ITIL® 2011 Edition Overview: Certification and Benefits

    • recognize the goals of the ITIL® Foundation certificate
    • identify the purpose and vision of the ITIL® Qualification Scheme
    • identify the modules of the Service Life Cycle series
    • recognize the requirements for the Service Life Cycle series exams
    • recognize the focus and objectives of the Service Capability series
    • identify the objectives of the Managing Across the Life Cycle series
    • recognize the requirements for the Managing Across the Life Cycle Intermediate exam
    • recognize the requirements for the ITIL® Expert level certification
    • recognize the objectives of the ITIL® Master level certification
    • recognize the personal benefits of an ITIL® certification
    • identify benefits of ITIL® certification to an organization
    • choose the appropriate level of ITIL® certification needed in a given scenario


+ITIL® 2011 Edition OSA: Introduction to Operational Support and Analysis

    Overview/Description
    Within the context of ITIL®, service operation is sometimes referred to as the 'factory' of IT. It focuses on the daily activities and organizational infrastructure that are used to deliver services to the organization and the customer. The proper management of these activities and organizational infrastructure is the key to ensuring service operations functions and processes are delivered successfully. Service operations best practices also ensure adequate monitoring and controlling measures are in place and followed throughout the service lifecycle. This ultimately leads to strategic objectives being realized by the organization. This course provides an introduction to operational support and analysis. Specifically, the course covers the fundamentals of the ITIL® service operation core area, and how the processes and functions of service operation work within and support the overall service lifecycle. This course will assist the learner in preparing for the ITIL® Operational Support and Analysis certificate and is aligned with the ITIL® Intermediate syllabus. ---------------------------------------------------- ITIL® is a registered trade mark of AXELOS Limited.

    Target Audience
    Employees from companies that provide or rely upon IT services; individuals looking to enhance their career prospects by pursuing the ITIL® Intermediate qualification Operational Support and Analysis certificate, a high-profile and highly regarded IT business certification.

    Prerequisites
    ITIL Foundation Certificate in IT Service Management

    Expected Duration (hours)
    1.5

    Lesson Objectives

    ITIL® 2011 Edition OSA: Introduction to Operational Support and Analysis

    • identify the fundamentals of Service Operation
    • identify key characteristics of the Service Life Cycle model
    • distinguish between Service Life Cycle functions and processes
    • recognize how a Service Life Cycle can solve Service Management problems
    • recognize Service Operation process activities
    • recognize Service Operation function activities
    • identify how to improve Service Operation performance
    • assess basic service issues
    • address basic service issues

+ITIL® 2011 Edition OSA: Introduction to Event Management

    Overview/Description
    It's essential that you know the status of all components in your IT infrastructure at any given time. Monitoring all events that occur can provide you with invaluable data to help your organization identify and isolate not only problems that are happening, but areas that require improvement before troubles exist. This course provides an introduction to Event Management, including its goals and scope, and how Event Management processes interact with other processes in the ITIL® Service Lifecycle. The course also covers the specific components of Event Management including triggers and interfaces, and the detailed steps of Event Management. Finally, the course explores the key performance indicators, challenges and risks of Event Management, and the specific areas to consider when designing it. This course will assist the learner in preparing for the ITIL® Operational Support and Analysis certificate and is aligned with the ITIL® Intermediate syllabus. ---------------------------------------------------- ITIL® is a registered trade mark of AXELOS Limited.

    Target Audience
    Employees from companies that provide or rely upon IT services; individuals looking to enhance their career prospects by pursuing the ITIL® Intermediate qualification Operational Support and Analysis certificate, a high-profile and highly regarded IT business certification.

    Prerequisites
    ITIL Foundation Certificate in IT Service Management

    Expected Duration (hours)
    3.5

    Lesson Objectives

    ITIL® 2011 Edition OSA: Introduction to Event Management

    • explain the purpose of Event Management
    • outline the scope of Event Management
    • identify the advantages of Event Management to business
    • distinguish between types of events
    • identify what determines event types
    • recognize the purpose, scope, and business value of Event Management
    • recognize examples of different types of event
    • recognize how the Event Management process works
    • identify examples of triggers
    • identify processes with which Event Management interfaces
    • identify key information required in Event Management
    • distinguish between the activities in the Event Management process
    • recognize components and key data required in Event Management
    • explain the approach to service measurement in Event Management
    • outline how to build a Service Measurement Framework for Event Management
    • explain what service measures should be defined in Event Management
    • specify the metrics used to measure the Event Management process
    • recognize how to meet the key challenges to effective Event Management
    • specify key factors when designing instrumentation for Event Management
    • recognize the functions of error messaging and thresholds in Event Management design
    • identify the requirements for effective event detection and alert mechanisms in Event Management design
    • determine risks faced by Event Management
    • design Event Management
    • determine Event Management objectives and policies
    • analyze how Event Management contributes to efficient services
    • analyze a design for Event Management

+ITIL® 2011 Edition OSA: Introduction to Incident Management

    Overview/Description
    No process in IT service delivery is foolproof; at some point in time an unplanned interruption will most likely occur ranging from a minor incident to the disastrous crashing of a critical system. The key to surviving any type of incident lies in an organization's ability to deal with incidents, no matter how big or small, as quickly and efficiently as possible so that services resume and service levels are brought back within acceptable range with as little impact as possible on other processes, the organization itself, users, and customers. This course introduces the goal and scope of Incident Management. Specifically, the course covers the purpose of Incident Management, as well as the value Incident Management provides to the overall organization. In addition, the course covers the elements to consider when managing incidents, including timescales, incident models, and major incidents. This course will assist the learner in preparing for the ITIL® Operational Support and Analysis certificate and is aligned with the ITIL® Intermediate syllabus. ---------------------------------------------------- ITIL® is a registered trade mark of AXELOS Limited.

    Target Audience
    Employees from companies that provide or rely upon IT services; individuals looking to enhance their career prospects by pursuing the ITIL® Intermediate qualification Operational Support and Analysis certificate, a high-profile and highly regarded IT business certification.

    Prerequisites
    ITIL Foundation Certificate in IT Service Management

    Expected Duration (hours)
    2.5

    Lesson Objectives

    ITIL® 2011 Edition OSA: Introduction to Incident Management

    • identify the objectives of Incident Management
    • identify what the Critical Success Factors involve in Incident Management
    • sequence the activities in the Incident Management process
    • distinguish between Incident Management and Problem Management
    • recognize examples of events that are within scope of Incident Management
    • perform basic Incident Management
    • examine how basic Incident Management helps ensure service quality and availability is maintained
    • outline why Incident Management is valuable to an organization
    • explain the approach to timescale policies in Incident Management
    • explain the approach to Incident Model policies in Incident Management
    • explain the approach to major incident policies in Incident Management
    • specify the value of Incident Management to business
    • determine the approach to handling incidents using Incident Management
    • analyze the basics of how Incident Management supports an organization

+ITIL® 2011 Edition OSA: Incident Management Interactions

    Overview/Description
    The ability to resolve a problem efficiently is critical for both you and your customers. But what happens when you have dozens, hundreds, or even thousands of customers each contacting you with the same issue? While you may be able to resolve each of their incidents one at a time, the loss of time, revenue, and resources is far too great to manage this way. Effective Incident Management is not just about resolving incidents as quickly as you can. It's about having the ability to identify and address widespread incidents, developing processes for handling categories of incidents as efficiently as possible, and taking proactive steps to address problems before incidents even occur based on patterns you see in incidents being reported. This course covers the nine steps in the Incident Management process, including identifying, categorizing, and closing incidents. This course also details the different ways incidents can be triggered, and the interfaces of incidents and Incident Management with other processes. Finally, the course covers the challenges, risks, and critical success factors of managing incidents effectively. This course will assist the learner in preparing for the ITIL® Operational Support and Analysis certificate and is aligned with the ITIL® Intermediate syllabus. ---------------------------------------------------- ITIL® is a registered trade mark of AXELOS Limited.

    Target Audience
    Employees from companies that provide or rely upon IT services; individuals looking to enhance their career prospects by pursuing the ITIL® Intermediate qualification Operational Support and Analysis certificate, a high-profile and highly regarded IT business certification.

    Prerequisites
    ITIL Foundation Certificate in IT Service Management

    Expected Duration (hours)
    3.0

    Lesson Objectives

    ITIL® 2011 Edition OSA: Incident Management Interactions

    • perform basic Incident Management following the Incident Management process
    • identify ways that incidents can be triggered
    • explain how Incident Management interfaces other Service Operation processes
    • identify the Information Management data used in Incident Management
    • manage incidents by applying the Incident Management process, for a given scenario
    • classify Incident Management data according to its sources of information, for a given scenario
    • break down the Incident Management process into its constituent activities and interfaces
    • identify examples of metrics used in Incident Management and how to report them
    • recognize examples of the challenges faced by Incident Management
    • identify the critical factors for successful Incident Management
    • specify the Incident Management metrics required to investigate an incident, for a given scenario
    • determine the challenge posed to effective Incident Management, for a given scenario
    • analyze the Incident Management process, for a given scenario

+ITIL® 2011 Edition OSA: Introduction to Request Fulfillment

    Overview/Description
    When you think of reasons for contacting the IT Department in your organization, it's most likely to resolve a problem. Typically you contact them when something isn't working right – whether it be a connection error, system crash, or other incident that impedes your ability to do your work. But more often than not Service Desks also field requests for numerous situations that don't typically fall into the 'out of order' category, but require attention, time, and a quick turnaround – for example, someone needs a new password, to change an existing password, or they need to add a new software program to their machine. It is important for organizations to be able to manage these demands in an efficient way by having processes mapped out for these repetitive requests, and having dedicated staff to support these requests. This course provides an introduction to Request Fulfillment. Specifically, the course covers the purpose, scope, and benefits of Request Fulfillment to the organization. This course also covers the importance of Request Models, and the activities of Request Fulfillment including menu selection, financial and other approval, fulfillment, and closure. This course will assist the learner in preparing for the ITIL® Operational Support and Analysis certificate and is aligned with the ITIL® Intermediate syllabus. ---------------------------------------------------- ITIL® is a registered trade mark of AXELOS Limited.

    Target Audience
    Employees from companies that provide or rely upon IT services; individuals looking to enhance their career prospects by pursuing the ITIL® Intermediate qualification Operational Support and Analysis certificate, a high-profile and highly regarded IT business certification.

    Prerequisites
    ITIL Foundation Certificate in IT Service Management

    Expected Duration (hours)
    2.0

    Lesson Objectives

    ITIL® 2011 Edition OSA: Introduction to Request Fulfillment

    • recognize the objectives of Request Fulfillment
    • identify the scope of Request Fulfillment
    • distinguish between Request Fulfillment and Incident Management
    • specify what is included in a Request Model
    • assess the set up of a Service Desk's handling of service requests
    • recognize how Request Fulfillment benefits organizations
    • recognize how the Request Fulfillment process handles service requests
    • assess the value Request Fulfillment provides to business, for a given scenario
    • examine the Request Fulfillment process, for a given scenario
    • resolve service request problems using the Request Fulfillment process, for a given example

+ITIL® 2011 Edition OSA: Request Fulfillment Process Interfaces and Challenges

    Overview/Description
    What would you think if you called your Internet provider to get a new password, and they told you it was going to be a week before they could resolve your request? Or even worse, imagine them not being able to do it at all because of poor planning. Efficient request fulfillment is critical to keeping your customers happy. And in order to perform well, you need a clear definition of the types of requests that can flow through request fulfillment processes, and well-planned procedures for addressing the requests. You also need to be able to foresee possible risks, so you can implement preventative measures. This course covers the components of request fulfillment, including triggers, interfaces, and necessary information for adequately addressing common requests. The course also explores the challenges and risks, along with critical success factors that, if implemented in your processes, can lead to successful request fulfillment in your organization. This course will assist the learner in preparing for the ITIL® Operational Support and Analysis certificate and is aligned with the ITIL® Intermediate syllabus. ---------------------------------------------------- ITIL® is a registered trade mark of AXELOS Limited.

    Target Audience
    Employees from companies that provide or rely upon IT services; individuals looking to enhance their career prospects by pursuing the ITIL® Intermediate qualification Operational Support and Analysis certificate, a high-profile and highly regarded IT business certification.

    Prerequisites
    ITIL Foundation Certificate in IT Service Management

    Expected Duration (hours)
    2.5

    Lesson Objectives

    ITIL® 2011 Edition OSA: Request Fulfillment Process Interfaces and Challenges

    • identify the triggers and interfaces of the Request Fulfillment process
    • identify the types of information in the information sources necessary for Request Fulfillment
    • distinguish between examples of the components of the Request Fulfillment process
    • apply the Request Fulfillment process, for a given scenario
    • decompose the Request Fulfillment process into its key components
    • identify the key metrics for measuring the effectiveness of the Request Fulfillment process
    • identify the typical challenges faced by Request Fulfillment
    • recognize the critical factors for successful Request Fulfillment
    • assess the effectiveness of the Request Fulfillment process, for a given example
    • analyze the Request Fulfillment process, for a given scenario

+ITIL® 2011 Edition OSA: Introduction to Problem Management

    Overview/Description
    Problems will inevitably crop up at some point while managing your IT Service Life Cycle. Usually, they are first noticed when the incidents they cause are detected. Proper Problem Management aims to eliminate recurring incidents by addressing the root problem causing them, through efficient detection, investigation, diagnosis, and resolution practices. This course covers the purpose and scope of Problem Management, its value to the organization, and specifically the value and use of problem models in Problem Management. This course also provides a detailed view of the Problem Management process, including using tools like Ishikawa diagrams and Pareto Analysis, to investigate and diagnose specific problems. This course will assist the learner in preparing for the ITIL® Operational Support and Analysis certificate and is aligned with the ITIL® Intermediate syllabus. ---------------------------------------------------- ITIL® is a registered trade mark of AXELOS Limited.

    Target Audience
    Employees from companies that provide or rely upon IT services; individuals looking to enhance their career prospects by pursuing the ITIL® Intermediate qualification Operational Support and Analysis certificate, a high-profile and highly regarded IT business certification.

    Prerequisites
    ITIL Foundation Certificate in IT Service Management

    Expected Duration (hours)
    3.0

    Lesson Objectives

    ITIL® 2011 Edition OSA: Introduction to Problem Management

    • recognize the objectives of Problem Management
    • identify the scope of Problem Management
    • distinguish between Problem Management and Incident Management
    • recognize how Problem Management benefits organizations
    • specify what information is included in the Problem Model
    • assess a Service Desk's approach to Problem Management
    • distinguish between Proactive Problem Management and Reactive Problem Management
    • recognize the initial steps of the Problem Management Process, given a scenario
    • recognize which problem investigation and diagnosis technique to use, given an example
    • identify the steps in a Pareto Analysis
    • recognize alternatives to problem resolution
    • recognize the procedure for positive problem resolution
    • identify post-problem resolution procedures
    • examine the Problem Management process for a given scenario
    • resolve Problem Management issues for a given scenario

+ITIL® 2011 Edition OSA: Problem Management Process Interfaces and Challenges

    Overview/Description
    An efficient Problem Management process is vital in ensuring your organization is ready to handle and resolve problems successfully. And the ability to know what information is important and how to use that information to analyze how well your Problem Management process is performing can mean the difference between success and failure in your Problem Management efforts. This course details the components of Problem Management, including triggers such as staff, suppliers, and testing. This course also covers the interfaces of Problem Management with other processes across the Service Life Cycle and the specific information systems used in Problem Management. Finally the course details the critical success factors necessary for ensuring successful operations in Problem Management. This course will assist the learner in preparing for the ITIL® Operational Support and Analysis certificate and is aligned with the ITIL® Intermediate syllabus. ---------------------------------------------------- ITIL® is a registered trade mark of AXELOS Limited.

    Target Audience
    Employees from companies that provide or rely upon IT services; individuals looking to enhance their career prospects by pursuing the ITIL® Intermediate qualification Operational Support and Analysis certificate, a high-profile and highly regarded IT business certification.

    Prerequisites
    ITIL Foundation Certificate in IT Service Management 

    Expected Duration (hours)
    2.5

    Lesson Objectives

    ITIL® 2011 Edition OSA: Problem Management Process Interfaces and Challenges

    • identify reasons why Problem Records are triggered
    • recognize how Problem Management interfaces with Service Transition processes
    • recognize how Problem Management interfaces with Service Design processes
    • recognize how Problem Management interfaces with the Service Level Management process
    • recognize how Problem Management interfaces with the Financial Management process
    • identify the function of the CMS in Problem Management
    • identify the function of the Known Error Database in Problem Management
    • specify the interface procedures of Problem Management during the Service Life Cycle
    • assess how the CMS and Known Error Database support the Problem Management process
    • identify the key metrics for measuring the effectiveness of the Problem Management process
    • recognize the approach to analyzing metrics in Problem Management
    • recognize the key questions to ask when analyzing metrics in Problem Management, given an example
    • identify the critical success factors of Problem Management
    • assess the effectiveness of the Problem Management process for a given example
    • resolve issues with the Problem Management process for a given scenario

+ITIL® 2011 Edition OSA: Introduction to Access Management

    Overview/Description
    You probably wouldn't leave the keys to your car, house, or office lying around for anyone to grab and use as they please. The same attention you give to protecting your physical valuables should be considered when protecting the confidentiality, availability, and integrity of your organization's IT data and intellectual property. Proper Access Management is critical for providing access to users who require it, and keeping those who don't out. This course covers the purpose, scope, and value of Access Management to the organization. This course also details the steps in the process for managing access, including requesting access, verification, providing rights, monitoring, logging and tracking, and removing and restricting rights where necessary. Finally, the course covers the key performance indicators used to check the efficiency and effectiveness of an organization's Access Management process, and critical success factors to ensure success. This course will assist the learner in preparing for the ITIL® Operational Support and Analysis certificate and is aligned with the ITIL® Intermediate syllabus. ---------------------------------------------------- ITIL® is a registered trade mark of AXELOS Limited.

    Target Audience
    Employees from companies that provide or rely upon IT services; individuals looking to enhance their career prospects by pursuing the ITIL® Intermediate qualification Operational Support and Analysis certificate, a high-profile and highly regarded IT business certification.

    Prerequisites
    ITIL Foundation Certificate in IT Service Management

    Expected Duration (hours)
    3.0

    Lesson Objectives

    ITIL® 2011 Edition OSA: Introduction to Access Management

    • recognize the purpose of Access Management
    • identify examples that are part of the scope of Access Management
    • distinguish between Access Management policies
    • identify the advantages of Access Management to an organization
    • examine the basic approach of Access Management
    • recognize how the Access Management process works
    • identify the ways in which Access Management can be triggered
    • recognize how Access Management interfaces with other processes
    • recognize how user identity is established in Access Management
    • specify key considerations for establishing user groups in Access Management
    • use Access Management to provide user access to an organization
    • manage changes in user status
    • identify key metrics for measuring the effectiveness of Access Management
    • identify the critical success factors of Access Management
    • resolve issues with the Access Management process for a given scenario

+ITIL® 2011 Edition OSA: Introduction to the Service Desk

    Overview/Description
    Whether you call your Internet provider because you can't connect to your bank because your online banking password isn't working or your satellite television provider because your signal is poor, chances are all these different calls for completely different things will have at least one thing in common – you'll reach a Service Desk. This is because most IT service providers recognize the value and necessity of a Service Desk for their internal and external customers. Service Desks are an integral point of contact in organizations for addressing IT service-related issues, concerns and questions, and it's essential they are set up properly in order to achieve customer satisfaction and organizational objectives. This course covers the importance and benefits of the Service Desk in an IT service delivery organization, as well as the objectives and responsibilities Service Desks strive to deliver. This course also covers the different Service Desk organizational structures, such as local, centralized, and virtual, and also explores the different considerations, such as the environment that must be addressed when setting up and maintaining a Service Desk. Finally, the course covers the key considerations when staffing a Service Desk such as different roles necessary, skill levels, training considerations, and staff retention. This course will assist the learner in preparing for the ITIL® Operational Support and Analysis certificate and is aligned with the ITIL® Intermediate syllabus. ---------------------------------------------------- ITIL® is a registered trade mark of AXELOS Limited.

    Target Audience
    Employees from companies that provide or rely upon IT services; individuals looking to enhance their career prospects by pursuing the ITIL® Intermediate qualification Operational Support and Analysis certificate, a high-profile and highly regarded IT business certification.

    Prerequisites
    ITIL Foundation Certificate in IT Service Management 

    Expected Duration (hours)
    2.0

    Lesson Objectives

    ITIL® 2011 Edition OSA: Introduction to the Service Desk

    • recognize the key features of a Service Desk
    • identify the benefits a Service Desk brings to an organization
    • identify the responsibilities of the Service Desk
    • specify the role of the Service Desk
    • distinguish between the different benefits a Service Desk brings to an organization
    • determine the objective and responsibilities of the Service Desk
    • identify each of the different Service Desk organizational structures
    • classify considerations when setting up a Service Desk
    • identify considerations for staffing a Service Desk
    • match the staff roles needed for the Service Desk to their descriptions
    • analyze Service Desk requirements, for a given scenario

+ITIL® 2011 Edition OSA: Service Desk Metrics and Outsourcing

    Overview/Description
    Service Desks are an integral part of any IT service-providing organization, and it's vital to accurately and consistently measure how your Service Desk is performing to ensure it is addressing the needs of customers and users, and also to make changes where necessary. When a decision is made to outsource a Service Desk, there are also special considerations that must be planned to ensure that customers and users receive a consistent level of service. This course covers the purpose and importance of using metrics to evaluate the performance of a Service Desk, including metrics like average turnaround times and resolution rates. This course also details the different types of user satisfaction surveys that can be used to assess customer and user perceptions of Service Desk operations. Finally, the specific considerations that must be addressed when the choice is made to outsource the Service Desk, including common tools and processes, SLA targets, good communications, and ownership of data are covered. This course will assist the learner in preparing for the ITIL® Operational Support and Analysis certificate and is aligned with the ITIL® Intermediate syllabus. ---------------------------------------------------- ITIL® is a registered trade mark of AXELOS Limited.

    Target Audience
    Employees from companies that provide or rely upon IT services; individuals looking to enhance their career prospects by pursuing the ITIL® Intermediate qualification Operational Support and Analysis certificate, a high-profile and highly regarded IT business certification.

    Prerequisites
    ITIL Foundation Certificate in IT Service Management 

    Expected Duration (hours)
    1.5

    Lesson Objectives

    ITIL® 2011 Edition OSA: Service Desk Metrics and Outsourcing

    • recognize the need for realistic Service Desk metrics
    • identify the detailed metrics required to evaluate Service Desk performance
    • recognize the considerations involved when planning user satisfaction surveys
    • identify different types of user satisfaction survey techniques and tools
    • analyze the importance of Service Desk metrics, for a given scenario
    • distinguish between 'hard' and 'soft' metrics
    • identify the most appropriate survey technique to use, for a given scenario
    • identify considerations involved in outsourcing the Service Desk
    • recognize the safeguards used to ensure outsourced Service Desk integration
    • propose an upgraded, outsourced Service Desk solution, for a given scenario

+ITIL® 2011 Edition OSA: Introduction to Functions

    Overview/Description
    When you hear the term 'manage', you might typically think in terms of people management – the staff and human resources of an organization that perform the work of the business. However, much more than just people are managed in a successful IT organization. The tools, systems, and networks they use, and the processes and tasks they perform must also be managed. Management of the technical assets and architecture, and management of how those assets and architecture are used, maintained, supported, and delivered are essential to a complete and efficient IT organization. This course covers the Technical Management function, including its role, objectives, and activities. The course also covers the role and objectives of the IT Operations Management function, and the documentation created and used in this function such as Standard Operating Procedures, Operations Logs, Shift Schedules and Reports, and Operations Schedules. This course will assist the learner in preparing for the ITIL® Operational Support and Analysis certificate and is aligned with the ITIL® Intermediate syllabus. ---------------------------------------------------- ITIL® is a registered trade mark of AXELOS Limited.

    Target Audience
    Employees from companies that provide or rely upon IT services; individuals looking to enhance their career prospects by pursuing the ITIL® Intermediate qualification Operational Support and Analysis certificate, a high-profile and highly regarded IT business certification.

    Prerequisites
    ITIL Foundation Certificate in IT Service Management 

    Expected Duration (hours)
    2.5

    Lesson Objectives

    ITIL® 2011 Edition OSA: Introduction to Functions

    • recognize the roles of Technical Management in an IT organization
    • classify different Technical Management activities
    • recognize the aims and roles of Technical Management
    • distinguish between different Technical Management activity types
    • recognize the characteristics of IT Operations Management
    • identify how IT Operations Management balances it's dual roles
    • recognize how IT Operations Management is organized
    • identify the different types of documentation produced by IT Operations Management
    • distinguish between the distinct roles of IT Operations Management
    • predict the activities of IT Operations Management, for a given scenario
    • distinguish between different types of documentation produced by IT Operations Management

+ITIL® 2011 Edition OSA: Function Activities

    Overview/Description
    Every IT service requires applications – software that provides functioning for systems, services, and processes. And proper Application Management is critical to successfully delivering, supporting, and maintaining IT services in your organization, both internally to your users and to your external customers. This course covers the high level and low level roles of the Application Management function within the organization, and the objectives of Application Management. This course also details both the generic and specific activities that are part of the Application Management function. This course will assist the learner in preparing for the ITIL® Operational Support and Analysis certificate and is aligned with the ITIL® Intermediate syllabus. ---------------------------------------------------- ITIL® is a registered trade mark of AXELOS Limited.

    Target Audience
    Employees from companies that provide or rely upon IT services; individuals looking to enhance their career prospects by pursuing the ITIL® Intermediate qualification Operational Support and Analysis certificate, a high-profile and highly regarded IT business certification.

    Prerequisites
    ITIL Foundation Certificate in IT Service Management 

    Expected Duration (hours)
    1.5

    Lesson Objectives

    ITIL® 2011 Edition OSA: Function Activities

    • recognize the roles of Application Management
    • identify how Application Management meets its objectives
    • categorize the generic activities of Application Management
    • identify the application-specific activities of Application Management
    • analyze the Application Management requirements of an IT team, for a given scenario

+ITIL® 2011 Edition OSA: Technology and Implementation Considerations

    Overview/Description
    Implementing processes and technologies in any organization requires significant planning, analysis and management. Implementing Service Management process capabilities is no different. The method of implementation must be planned, requirements must be identified, and technologies must be carefully evaluated before proceeding with the implementation. Expected challenges and potential risks must also be identified and mitigated wherever possible. This course covers the technology considerations when implementing Service Management process capabilities, including the generic tool requirements and how to properly evaluate tools for consideration. This course also covers implementation considerations, including best practices in Project, Risk and Staff Management, as well as challenges, risks, and critical success factors to address during implementation. This course will assist the learner in preparing for the ITIL® Operational Support and Analysis certificate and is aligned with the ITIL® Intermediate syllabus. ---------------------------------------------------- ITIL® is a registered trade mark of AXELOS Limited.

    Target Audience
    Employees from companies that provide or rely upon IT services; individuals looking to enhance their career prospects by pursuing the ITIL® Intermediate qualification Operational Support and Analysis certificate, a high-profile and highly regarded IT business certification.

    Prerequisites
    ITIL Foundation Certificate in IT Service Management 

    Expected Duration (hours)
    2.5

    Lesson Objectives

    ITIL® 2011 Edition OSA: Technology and Implementation Considerations

    • recognize the need for an integrated set of Service Management technology for Service Management
    • match the generic requirements of an integrated set of Service Management technology for Service Operation, with their descriptions
    • identify the general consideration when evaluating Service Management tools
    • recognize the stages of the MoSCoW analysis
    • identify specific considerations when evaluating Service Management tools
    • analyze the ITSM tool needs of an organization, for a given scenario
    • classify considerations when implementing Service Operation
    • identify the factors affecting the implementation of Service Management technologies
    • recognize the challenges within Service Operation when implementing ITSM
    • match the critical success factors that mitigate the challenges when implementing ITSM to their descriptions
    • identify the risks faced if the challenges within Service Operation are not met
    • analyze Service Operation implementation, for a given scenario
    • analyze the critical success factors to meet the challenges and risks involved in implementing Service Operation, for a given scenario



+The Customer Service Representative (CSR)

    Overview/Description
    It costs a business much more to acquire a new customer than it does to retain an existing one. So it makes sense that a business must do everything it can to support and satisfy existing customers. Handling complaints effectively and efficiently can result in increased customer loyalty. Today's Customer Service Representatives (CSR) and support centers have a vital role to play in ensuring customers' needs are addressed in an effective, efficient manner. This course will familiarize the individual with the basic role of the CSR and the environment in which he performs his duties, including typical roles of the CSR in a support environment, basic tasks accomplished by the CSR, the support center and customer's role in a support environment, how the support center has evolved, and company and support center best practices. This course helps to prepare learners to work in a customer support center or help desk environment.

    Target Audience
    Individuals who want to develop or refresh their customer service skills

    Expected Duration (hours)
    3.5

    Lesson Objectives

    The Customer Service Representative (CSR)

    • recognize the Customer Service Representative's (CSR) contribution to business
    • identify why the Customer Service Representative (CSR) is valued by modern businesses
    • apply the skills of the Customer Service Representative (CSR) in a given scenario
    • recognize examples of the phases in the CSR call process
    • apply the ethical standards expected of a Customer Service Representative in a given scenario
    • determine which ethical guidelines have been followed in a given scenario
    • recognize the benefits of the support center for the customer and the company
    • identify examples of where the support center serves its purpose to the customer
    • identify examples of purposes served by the support center for the company
    • identify examples of a support center's responsibilities to the customer
    • identify the support center's responsibilities to the Customer Service Representative
    • recognize the different phases of the support center evolution
    • apply the CRM methods employed by the support center in a given scenario
    • recognize the benefits of adhering to support center policies and best practices
    • identify the purpose of organizational policies
    • recognize the benefits of adhering to organizational policies
    • match topics featured in a support center policy to examples
    • determine the support source most suitable in a given scenario

+Support Center Services and Work Environment

    Overview/Description
    The keys to success are creating a support culture that focuses on your customers' needs and building up your support team's skills and knowledge to provide that support. This course is intended to introduce the learner to the basic levels of service commitments, ethics, and attitude expected of customer service representatives. Best practices, personal accountability, enhancing the image of the organization, and the work environment are covered. This course helps to prepare learners to work in a customer support center or help desk environment.

    Target Audience
    Individuals who want to develop or refresh their customer service skills

    Expected Duration (hours)
    3.0

    Lesson Objectives

    Support Center Services and Work Environment

    • recognize the characteristics of good customer support
    • recognize the importance of an ethical approach to customer support
    • match customer support best practices to examples
    • identify what role managers play in encouraging Customer Service Representatives to follow best practice guidelines
    • identify company actions/policies that represent a commitment to a high level of customer support in a given scenario
    • apply methods of ensuring Customer Service Representatives take personal responsibility
    • recognize how commitment to customers is demonstrated in given scenarios
    • recognize how to protect the good image of the organization while supporting customers
    • recognize the benefits of having a positive service attitude
    • recognize examples of customer support provided with an excellent service attitude
    • identify personal methods of projecting an excellent service attitude
    • identify the factors involved in creating an effective customer support work environment
    • create a collaborative and supportive work environment in a given scenario
    • identify employee programs that help create a supportive work environment
    • identify the benefits of a collaborative and supportive work environment
    • identify the benefits of providing Customer Service Representatives with shared workspaces
    • identify the problems associated with shared workspaces
    • identify the advantages of private workspaces

+Team and Customer Relationships

    Overview/Description
    This course will familiarize the learner with the underlying benefits and skills needed to establish team and customer relationships. Teamwork is a critical component of a support center. This course looks at the individual responsibilities of each team member, as well as the team as a whole. It also addresses the role of strong leadership in building and maintaining successful teams. In a support center, customer relationships are everything – and communication is king! Many customer problems are caused by communication breakdowns. This course explores how to avoid communication breakdowns by involving customers in problem solving, and being able to communicate effectively in the global community, where cross-cultural issues abound. This course helps to prepare learners to work in a customer support center or help desk environment.

    Target Audience
    Individuals who want to develop or refresh their customer service skills

    Expected Duration (hours)
    3.0

    Lesson Objectives

    Team and Customer Relationships

    • recognize the benefits of teamwork in a support center
    • match actions that will promote teamwork in a Customer Support Center to examples of each
    • recognize the objectives of teamwork
    • recognize the characteristics of an effective leader
    • recognize the characteristics of a supportive workplace
    • determine the obstacles to a team's success in a given scenario and recommend actions for improvement
    • recognize examples of the strategies a strong team leader can use to develop an effective team
    • recognize examples of techniques for establishing relationships with other departments
    • recognize the benefits of being able to relate to customers
    • recognize examples of techniques for establishing effective customer relationships
    • in a given scenario, encourage customer involvement in problem solving
    • identify the techniques used to involve customers in solving problems
    • match the methods used for effective cross-cultural communication to examples
    • recognize how language barriers can impact your communications with customers



+Customer Interactions

    Overview/Description
    Failing to realize the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service: how to properly support a customer, how to overcome communication problems, and how to use active listening. This course helps to prepare learners to work in a customer support center or help desk environment.

    Target Audience
    Individuals who want to develop or refresh their customer service skills

    Expected Duration (hours)
    3.5

    Lesson Objectives

    Customer Interactions

    • recognize the benefits of using effective communication skills
    • classify examples of communication as formal or informal
    • apply common methods to overcome the barriers to effective communication in a given scenario
    • identify the typical barriers to effective communication
    • recognize the benefits of using voice attributes to influence how you are perceived by customers
    • use effective speaking skills in a given scenario
    • match each technique for improving your speaking skills to its associated benefit
    • match positive and negative vocal cues with examples
    • recognize the benefits of having effective listening skills
    • recognize the benefits to using the best practices of effective listening
    • match factors that prevent effective listening to the appropriate example
    • use active listening skills to deal with a customer in a given scenario
    • recognize the benefits of using active listening
    • match the classifications of the mirroring behaviors involved in active listening to the appropriate example
    • recognize conditions that could create barriers to active listening in a customer support situation
    • apply appropriate paraphrasing skills to deal with a customer in a given scenario
    • recognize the benefits of paraphrasing

+Communication Skills

    Overview/Description
    Effective communication is essential to the success of any customer-oriented business. Each customer will have their own style of communication as well as an emotional response to contacting a support center. In order to effectively communicate, the Customer Service Representative (CSR) must understand how to adapt to these different styles and emotions before the customer's problems can be dealt with. This course explains how to adapt to the different communication types and identifies the common emotions that customers experience when contacting the support center. It also explains how to adapt your writing skills to communicate through e-mail and to document incidents. This course helps to prepare learners to work in a customer support center or help desk environment.

    Target Audience
    Individuals who want to develop or refresh their customer service skills

    Expected Duration (hours)
    3.5

    Lesson Objectives

    Communication Skills

    • recognize the benefits of ensuring and maintaining customer satisfaction
    • identify the key concepts associated with understanding call differentiating
    • apply the techniques for satisfying the psychological needs of a customer in a given scenario
    • apply the techniques for satisfying the business needs of a customer in a given scenario
    • apply the call-flow process to meet the customer's needs in a given scenario
    • recognize how to relate to the different communication styles
    • match the communication styles with their examples
    • identify guidelines for matching a customer's communication style
    • recognize the benefits of writing effective e-mails and reports of customer-related incidents
    • document an incident in a given scenario
    • recognize best practices for editing incident documentation
    • determine the appropriate e-mail etiquette to use in a given scenario
    • identify the strategies that ensure your customer interactions are positive and productive
    • use open-ended and closed-ended questions with a customer in a given scenario
    • match open-ended and closed-ended questions to their benefits
    • match the behavioral techniques that a CSR can use to understand customers' emotions with their definitions
    • recognize how to adapt to a customer's competency level
    • identify the purpose of each element used to build rapport with customers

+Conflict, Stress, and Time Management

    Overview/Description
    Each customer wants her problem to be the most important problem to the Customer Service Representative (CSR). For the CSR, adapting to each customer's communication style, understanding each customer's emotional response, and solving each customer's problem can be an enormously stressful and time-consuming process. This course is intended to show the proper methods needed to resolve conflicts, manage time, and manage stress. It also highlights the importance of a positive approach and attitude in bringing customer interactions to a satisfactory conclusion. This course helps to prepare learners to work in a customer support center or help desk environment.

    Target Audience
    Individuals who want to develop or refresh their customer service skills

    Expected Duration (hours)
    3.5

    Lesson Objectives

    Conflict, Stress, and Time Management

    • recognize the benefits of being able to resolve conflicts with customers
    • recognize the signs of potential conflict in a scenario
    • recognize examples of techniques for reducing and eliminating conflict with a customer
    • differentiate between empathy and sympathy
    • recognize how to use the guidelines for negotiating with customers
    • recognize the benefits of using a positive approach when dealing with customers
    • use assertiveness strategies with a customer in a given scenario
    • match typical communication behavior styles to their examples
    • recognize actions or statements that reflect confidence
    • identify self-empowerment techniques for building confidence
    • recognize examples of the techniques used to disengage with customers
    • recognize the benefits of implementing time-management and stress-management strategies
    • recognize examples of personal strategies used to reduce stress
    • identify symptoms of stress
    • recognize examples of strategies used to manage time



+Customer Service Processes and Procedures

    Overview/Description
    Failing to realize the importance of customer service and effective complaints handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service: how to properly support a customer, how to provide accurate documentation, and how to handle difficult customers. This course helps to prepare learners to work in a customer support center or help desk environment.

    Target Audience
    Individuals who want to develop or refresh their customer service skills

    Expected Duration (hours)
    3.0

    Lesson Objectives

    Customer Service Processes and Procedures

    • identify the benefits of process management
    • match the goals of process management with descriptions of how each improves the performance of the CSR
    • match the elements from the process management system with their examples
    • match examples of document types to the appropriate documentation tier
    • identify the benefits of accurately documenting processes
    • recognize the benefits of call handling procedures
    • identify the best practices associated with each aspect of call handling
    • identify the steps involved in putting a customer on hold
    • transfer a customer call using a warm transfer
    • identify the steps for communicating live status updates to customers
    • identify the information to be included when leaving a voice message status update
    • recognize why critical thinking is important in problem-solving
    • identify the type of reasoning skills used to solve a problem in a given scenario
    • apply problem-solving techniques in the interaction between a CSR and a customer
    • identify unprofessional behaviors to avoid when dealing with a customer
    • identify techniques for keeping a customer's attention focused on resolution of the issue
    • identify ways to use silent time during a call
    • identify key concepts related to handling issues related to non-supported items

+Quality in a Support Center

    Overview/Description
    Customers who experience problems with your service represent a significant challenge to your company. If the support center is able to deal with incidents efficiently, your company can benefit enormously. Reputation and customer satisfaction can be restored and procedures can be established to recognize and prevent future incidents. This course examines the processes involved in incident management and how a support center can use them to best effect. The course introduces the concepts behind incident management, demonstrates how to deal with and close incidents correctly, and teaches how to apply Service Level Agreement terms and Quality Assurance principles. This course helps to prepare learners to work in a customer support center or help desk environment.

    Target Audience
    Individuals who want to develop or refresh their customer service skills

    Expected Duration (hours)
    3.5

    Lesson Objectives

    Quality in a Support Center

    • identify the benefits of using incident management techniques in a customer support center
    • recognize examples of when the application of incident management is necessary
    • identify ways to encourage and/or praise incident solving attempts by the customer
    • apply incident management in a given scenario
    • sequence the stages in the incident management process
    • identify the benefits of documenting the occurrence, progression, and resolution of an incident
    • apply the incident logging procedure in a given scenario
    • recognize steps in closing an incident
    • recognize the benefits offered by Service Level Agreements
    • match objectives of a Service Level Agreement (SLA) with examples of appropriate statements to be included in the SLA
    • assign a suitable priority level to an incident, in a given scenario
    • identify the factors to consider when assigning priority levels to incidents
    • recognize the importance of quality assurance in improving support center employee performance
    • select the quality assurance techniques that are appropriate in a given scenario
    • identify the benefits of incident monitoring in a support center

+Support Center Tools, Technologies and Metrics

    Overview/Description
    Customers contacting Support Centers expect the same level of professionalism each time they interact with a Customer Service Representative (CSR). To ensure this consistently high level of service, the CSR can draw an array of management tools and processes that both guide and measure his performance. This course is intended to demonstrate the management and measurement tools a professional CSR is expected to use when dealing with individual customers and participating in the overall operation of the Support Center. The skills and knowledge required include how to use tools associated with problem, change, knowledge, and security management. This course helps to prepare learners to work in a customer support center or help desk environment.

    Target Audience
    Individuals who want to develop or refresh their customer service skills

    Expected Duration (hours)
    3.0

    Lesson Objectives

    Support Center Tools, Technologies and Metrics

    • recognize the benefits of using management tools in the Customer Support Center
    • sequence the steps in a problem management process in a given scenario
    • identify the problem management tools available to a CSR
    • identify the appropriate stages of change management to use in a given scenario
    • sequence the stages of the change-management process
    • match knowledge types with examples
    • identify the types of data that should be protected
    • identify the reasons for reporting security compromises
    • determine the appropriate security management decisions in a given scenario
    • identify the benefits of using customer service measurements in a Support Center
    • match the most common metrics for customer support performance with examples
    • match incident management metrics with examples of the types of customer support performance they measure
    • determine the appropriate survey type for a given scenario
    • match common technologies used in Support Centers with their descriptions

+Dealing with Irrational Customers and Escalating Complaints

    Overview/Description
    Dissatisfied customers can become irrational, irate and even abusive towards Customer Service Representatives. Organizations need to be able to address the needs of such customers in a professional, positive manner, and have processes in place so that Customer Service Representatives know how and when to escalate such a call. This course describes how to properly support an irrational customer, handle emotional and rambling customers, and how and when to escalate customer complaints. This course helps to prepare learners to work in a customer support center or help desk environment.

    Target Audience
    Individuals who want to develop or refresh their customer service skills

    Expected Duration (hours)
    2.0

    Lesson Objectives

    Dealing with Irrational Customers and Escalating Complaints

    • identify the benefits of being able to deal effectively with "problem" customers
    • implement strategies for dealing with abusive customers in a given scenario
    • identify techniques for dealing with irate customers
    • implement an appropriate strategy to deal with an emotional customer in a given scenario
    • recognize emotional customers
    • identify strategies to use when handling a rambling customer
    • identify the steps to use to disengage from a customer who refuses to disengage
    • identify the benefits provided by the escalation of complaints
    • match customer issues with the appropriate escalation approach
    • select appropriate ways of updating a customer in a given scenario
    • identify appropriate approaches for updating a customer


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+Customer Service Fundamentals: Building Rapport in Customer Relationships

    Overview/Description
    Good customer service and strong customer relationships begin with building rapport. Building rapport requires knowing your customer, understanding their situation, and providing an empathetic ear for them to voice their concerns. Building rapport can lead to great customer relationships between individuals as well as the company they represent. This course covers how to build rapport with customers by being customer-focused. This includes being able to connect with your customers, being positive, paying close attention to the customers' needs, and understanding their feelings by empathizing with them. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.

    Target Audience
    Individuals who want to develop or refresh their customer service skills

    Expected Duration (hours)
    1.0

    Lesson Objectives

    Customer Service Fundamentals: Building Rapport in Customer Relationships

    • recognize behavioral examples that demonstrate a customer-focused attitude
    • recognize examples of statements that demonstrate empathy
    • build rapport with a customer

+Customer Service in the Field

    Overview/Description
    How do you make a good impression when providing customer service in the field? When you meet customers on their turf, your initial meeting forms the basis for their overall impression of you, your abilities, and your company. You can enhance the impressions you make in the field by using a few tried-and-true techniques, including being prepared, practicing customer recognition, and employing active listening so the customer feels reassured by your presence. To kick off your face-to-face service meeting, you should try to start on a positive note, clearly set the expectations for resolution time and scope, and help customers fully understand your products and services, as well as your intentions. This skill-building course takes your customer service proficiency up a notch toward excellent customer assistance. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.

    Target Audience
    Individuals who want to develop or refresh their customer service skills

    Expected Duration (hours)
    1.0

    Lesson Objectives

    Customer Service in the Field

    • match each stage of the on-site customer assistance process with actions that can be carried out during that stage to provide good service
    • recognize strategies to interact with customers and provide excellent customer service when at their location
    • provide excellent customer service in the field in a given scenario

+Customer Service over the Phone

    Overview/Description
    Can you hear a smile over the phone? When you're providing customer service over the phone – without the benefits of face-to-face interaction with your customer – it can be challenging to establish the right relationship for excellent service. Just like for face-to-face customer service, there are many techniques for service over the phone that can help you to consistently deliver the best customer service. This course covers the basic rules for answering a customer call including greeting the customer and offering your assistance. It includes information on how to make a good impression by listening and using questions to probe for more information, using your tone, and being able to empathize and be sincere with the customer. This course also describes ways of reflecting or adapting to your customer's style. In the end, customer service should focus on how to better serve and benefit the customer. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.

    Target Audience
    All levels of individuals that want to develop or refresh their customer service skills

    Expected Duration (hours)
    1.0

    Lesson Objectives

    Customer Service over the Phone

    • identify basic telephone etiquette rules
    • match strategies for providing outstanding telephone customer service with examples
    • provide excellent telephone customer service in a scenario

+Internal Customer Service

    Overview/Description
    Do you know who your customers are? In a customer-focused company, everyone knows they are responsible for excellent external customer service, but who meets the needs of internal customers? Whether you realize it or not, when you do things to help other people within your company do their jobs better, you are providing internal customer service. Internal customer service occurs every time you or a colleague requires information or a service from someone else within the company, and the quality of that service often has a huge impact on the overall quality of service delivered to external customers. This course explores who internal customers are, the expectations placed on serving internal customers, and how to treat your coworkers as you would your external customers. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.

    Target Audience
    The target audience is expected to include anyone that wants to develop or refresh their customer service skills. 

    Prerequisites
    None

    Expected Duration (hours)
    1.0

    Lesson Objectives

    Internal Customer Service

    • recognize internal customers and internal customer service providers in a given example
    • recognize the importance of identifying your internal customer service relationships
    • identify a process to deliver on your internal customers' needs
    • identify ways to develop an internal customer service attitude

+Customer Service Confrontation and Conflict

    Overview/Description
    How do you handle angry and confrontational customers? One of the most challenging, and potentially uncomfortable responsibilities of a customer service person is dealing with angry customers. By following a few simple techniques such as letting the customer vent, and expressing empathy towards the customer's situation, you can usually defuse tense situations without incident. This course explores typical trouble spots in dealing with angry customers, including reasons for customer dissatisfaction and things customer service people should refrain from saying or doing to avoid adding to the customer's frustration. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.

    Target Audience
    Anyone that wants to develop or refresh their customer service skills

    Expected Duration (hours)
    1.0

    Lesson Objectives

    Customer Service Confrontation and Conflict

    • match common complaint handling mistakes with things you can do to avoid them
    • recognize how to defuse angry customers and handle their complaints
    • handle a complaint from an angry customer

+Shaping the Direction of Customer Service in Your Organization

    Overview/Description
    There are several defining moments or moments of truth that can make or break every service transaction. To successfully navigate these moments of truth, it's important for service organizations – and specifically customer service leaders – to add value to a customer's experience by creating and implementing strong, clearly-defined service standards. To implement effective standards and strategies, it's crucial that you stay attuned to customer needs and expectations, building a dynamic, adaptive service strategy based on input such as market research and customer feedback. This course explores strategies used to shape the direction of customer service in your organization including defining moments of truth, the creation and implementation of quantifiable service standards and methods of evolving your customer strategy to meet the changing needs of your customers. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.

    Target Audience
    The target audience is expected to include individuals in a management or leadership role who can affect how customer service can be implemented within an organization

    Prerequisites
    None

    Expected Duration (hours)
    1.0

    Lesson Objectives

    Shaping the Direction of Customer Service in Your Organization

    • recognize how to manage moments of truth to improve the customer experience
    • recognize examples of effective customer service standards
    • recognize how to implement effective service standards
    • recognize how to stay tuned in to customers' changing needs

+Aligning Performance to Key Indicators

    Overview/Description
    Call centers must deliver solid customer service and still meet departmental objectives. This Business Impact focuses on the importance of helping call-center agents identify key performance indicators so they can maintain the balance between the needs of clients and the needs of the company.

    Target Audience
    Call Center Representatives, Supervisors and Managers

    Expected Duration (hours)
    0.1

    Lesson Objectives

    Aligning Performance to Key Indicators

    • Objective Text

+The Angry Caller: What's Your Plan?

    Overview/Description
    Dealing with angry callers is something every customer service representative and salesperson will face at one time or another. This Business Impact explores a four-step approach for making encounters with irate customers a productive experience.

    Target Audience
    Any individuals interested in building skills for communicating with customers.

    Expected Duration (hours)
    0.1

    Lesson Objectives

    The Angry Caller: What's Your Plan?

    • Objective Text



+Identifying and Managing Customer Expectations

    Overview/Description
    Understanding your customers' expectations and behaviors is essential to implementing a successful customer-focused service approach. But how do you get to the core of what your customers truly value? This course explores what customers value from a service perspective and how to identify their needs and expectations. It also examines how you can use customer relationship management tools to help identify and manage customer expectations in order to maintain competitive advantage.

    Target Audience
    Managers and leaders who want to develop their skills for approaching and implementing customer-focused service strategies

    Expected Duration (hours)
    1.0

    Lesson Objectives

    Identifying and Managing Customer Expectations

    • match ways of getting feedback from customers to when it's appropriate to use each technique
    • apply the steps involved in exploring customers' needs in a given scenario
    • recognize how CRM helps you manage customer expectations

+Creating and Sustaining a Customer-focused Organization

    Overview/Description
    To create a customer-focused organization, you need an in-depth understanding of what types of customer-focused tools and solutions are available. And you must know the level of customer focus that you're seeking to achieve. As a manager, you also need to know how to select the most appropriate implementation strategy that aligns with your organization's capabilities and its objectives. This will help you to create stronger, more valuable, and lasting relationships and experiences for your customers. This course provides direction on how to approach, implement, and sustain effective customer-focused service strategies in order to increase your organization's competitive advantage. 

    Target Audience
    Managers and leaders who want to develop their skills for approaching and implementing customer-focused service strategies

    Expected Duration (hours)
    1.0

    Lesson Objectives

    Creating and Sustaining a Customer-focused Organization

    • determine the level and scope of organizational customer focus in a given scenario
    • implement a customer-focus strategy in a given scenario
    • recognize examples of how customer focus can be sustained in an organization

+Customer-focused Interaction

    Overview/Description
    Having positive interactions with your customers is one of the most effective ways to ensure you're providing excellent customer service. However, customers’ expectations have evolved over time, and so too have customer service strategies. Many organizations are improving their customer relationships and customer satisfaction levels by moving beyond traditional methods of gaining client feedback, such as from customer satisfaction surveys. Instead, these companies are engaging in real-time conversations with their customers through various technologies, such as social media and wireless Internet. And they're integrating customer relationship management (CRM) with knowledge management to further support and enhance their existing efforts. This course provides insight into the role of social media and mobile technologies in supporting customer-focused service cultures. And it looks at how these technologies can generate a direct and positive impact on an organization’s customer service levels and, ultimately, competitive position.

    Target Audience
    Managers and leaders who want to develop their skills for approaching and implementing customer-focused service strategies.

    Expected Duration (hours)
    1.0

    Lesson Objectives

    Customer-focused Interaction

    • match each of the advantages of social media in customer-focused service to examples
    • identify ways to measure social media's ROI
    • recognize examples of the benefits of knowledge management in customer-focused service
    • describe how knowledge management is used in customer interaction
    • identify key concepts associated with mobile CRM
    • recognize the advantages of understanding how mobile technology is applied in customer service

+Listening to Your Customers

    Overview/Description
    The key to effective communication is practicing good listening skills. This Business Impact explores the concept of active listening and the crucial difference between hearing and understanding.

    Target Audience
    Salespeople whose job it is to personally sell products or services in a professional, corporate, capacity, along with those in training for such roles.

    Expected Duration (hours)
    0.1

    Lesson Objectives

    Listening to Your Customers

    • Objective Text

+Creating a Customer-focused Organization

    Overview/Description
    This Challenge Series exercise considers the many ways that business organizations can serve their customers - internal and external.

    Target Audience
    Mid- to upper-level managers and executives; all high potentials and fast trackers, including individual contributors.

    Expected Duration (hours)
    0.2

    Lesson Objectives

    Creating a Customer-focused Organization

    • Objective Text

+Developing Your Customer Focus

    Overview/Description
    Customers have the power – the power of choice. So how can you make it an easy decision for them to choose you and your company? This Challenge Series exercise explores how to know, meet, and anticipate what your customers are looking for.

    Target Audience
    Professionals in non-managerial roles who wish to enhance their skills and knowledge in customer focus

    Expected Duration (hours)
    0.2

    Lesson Objectives

    Developing Your Customer Focus

    • Objective Text



+Customer Advocacy: Communicating to Build Trusting Customer Relationships

    Overview/Description
    Customer advocacy is an approach to customer management that seeks to generate exceptional value for customers by focusing on their success. At a time when customers have more power than ever, customer advocacy can be an effective way of building long-lasting customer relationships. Advocates keep the best interests of the customer in mind – even if it means recommending competitors' products or services. This builds trust in the advocate organization. To be successful at customer advocacy, however, an organization needs an in-depth, ongoing understanding of what customers truly value. This course describes how to find out what customers value by using effective questioning techniques and then draw on this feedback to drive improvements in the customer experience. And the course outlines the importance of trust in the customer relationship and how a customer advocacy approach helps build trust. It also describes how to address customer complaints and problems in a way that builds trust. This entails viewing complaints as key opportunities for both resolving issues and providing customers with the tools and services they need in order to be successful.

    Target Audience
    Anyone in an organization who wants to develop customer advocacy knowledge and skills

    Expected Duration (hours)
    1.0

    Lesson Objectives

    Customer Advocacy: Communicating to Build Trusting Customer Relationships

    • describe the benefits of being able to use a customer advocacy approach
    • identify accurate statements about trust in customer relationships
    • recognize steps in finding out what customers value
    • recognize how to address customer complaints in a way that helps build trust
    • address a customer complaint in a way that helps build trust

+Customer Advocacy: Enhancing the Customer Experience

    Overview/Description
    Providing customers with a valuable experience each time they interact with your organization is a hallmark of effective customer advocacy. But many customer experiences are forgettable because nothing particularly important happens. So how can organizations turn these experiences into something more than they are – into experiences that create an emotional connection with the customer and deliver the unexpected? This course outlines the importance of understanding the customer experience holistically and how every point of contact plays an important role in supporting a customer advocacy service model. It also describes how to enhance the customer experience in a way that drives retention and builds loyalty. In addition, the course explains how to create the conditions for exceeding customer expectations by ensuring you meet customers' functional expectations first. It outlines ways to create an emotional connection with the customer and deliver the unexpected – a component that has great potential to impress customers and to build an ever stronger emotional connection.

    Target Audience
    Anyone who wants to develop customer advocacy knowledge and skills

    Expected Duration (hours)
    1.0

    Lesson Objectives

    Customer Advocacy: Enhancing the Customer Experience

    • create a customer experience map for a given scenario
    • recognize how to create the conditions for exceeding customer expectations
    • recognize techniques for creating an emotional connection with your customers
    • use techniques for creating an emotional connection with customers

+Customer Advocacy: Supporting Customer Advocacy

    Overview/Description
    The success of customer advocacy efforts is directly related to an organization's ability to not only meet but also exceed customer expectations at every point of contact. This requires a knowledgeable and motivated employee base that has a solid understanding of what customer advocacy means and how to implement it effectively. But employees need support from management to achieve success. This course describes how to support customer advocacy efforts effectively in your organization. It explains how to communicate the goals and values that drive the customer advocacy approach, and how to create an environment that supports cooperation and coordination – two important elements in achieving success with customer advocacy. In addition, the course describes how to motivate advocacy employees by rewarding cooperation. And it explains how to measure the success of your customer advocacy efforts so that you can provide support to employees in areas where they may need help, as well as provide positive feedback about what they're doing well.

    Target Audience
    Anyone in an organization, particularly managers, who wants to support customer advocacy efforts

    Expected Duration (hours)
    1.0

    Lesson Objectives

    Customer Advocacy: Supporting Customer Advocacy

    • assess how well the guidelines for communicating the customer advocacy approach to employees have been followed in a given scenario
    • determine whether the guidelines for supporting customer advocacy efforts have been followed in a given scenario
    • recognize ways to motivate employees in their efforts at customer advocacy
    • recognize guidelines for measuring customer advocacy efforts

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