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Overview/Description
Effective communication is always a challenge, and when diverse cultures are introduced, good communication can become even more challenging. In todayâs global economy, understanding how context, style, beliefs, and value systems influence the way we communicate and decode others' messages is more important than ever. This course attempts to explain various dimensions of a culture and how they affect the communication between individuals from different cultures by identifying the requirements of successful cross-cultural communication. The course takes you through the...
Overview/Description
Microsoft SharePoint 2010 is a business collaboration platform where people can collaborate, set up web sites, manage documents, and provide intelligence to make key business decisions. This course provides insight into the branding of SharePoint, which includes working with master pages, page layouts, and application pages. It also covers working with navigation controls and providers. This course is one of a series in the SkillSoft learning path that covers the objectives for Microsoft Exam 70-576: PRO: Designing and Developing Microsoft SharePoint 2010 Applications....
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 â 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...
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 â 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...
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...
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...
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...
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...
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...
Overview/Description
Can you hear a smile over the phone? When you're providing customer service over the phone â without the benefits of face-to-face interaction with your customer â 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...
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