Excellence in Service

Excellence In Service Training
The price for this entire bundle is $49 for 90 days of access. Each course length is about 6 to 8 hours long.

Fundamentals for Managers

Fundamentals for Employees

Providing Superior Customer Service

Working with Upset Customers

Communicating with Your Customers

Establishing Service Standards

Building a Customer Service Team

Creating Customer Loyalty

Customer Relationship Management: Implementing CRM

Customer Relationship Management: eCRM

Excellence in Service: Fundamentals for Managers
"Excellence in Service: Fundamentals for Managers" will help you develop the skills needed to effectively relate to customers, fulfill their basic needs, and exceed their expectations. You will be provided with opportunities to differentiate between internal and external customers, take ownership for customers' needs, and make sure your customers are completely satisfied.
Excellence in Service: Fundamentals for Employees
In "Excellence in Service: Fundamentals for Employees," you will learn how to develop the skills needed to effectively relate to customers, fulfill their needs, and develop a positive customer service attitude. You will understand the importance of going beyond just "satisfying" customers. You will also differentiate between internal and external customer needs and understand the relationship between supporting your internal team and how it positively enables you to exceed your external customer's expectations.
Excellence in Service: Providing Superior Customer Service
In "Excellence in Service: Providing Superior Customer Service," you will learn how to develop and maintain a positive attitude, show extra attentiveness to your customers, and use customer-friendly language. In addition, you will learn how to effectively solve customers' problems and benefit from their complaints.
Excellence in Service: Working with Upset Customers
In "Excellence in Service: Working with Upset Customers," you will learn how to successfully handle customers when they are upset, calm upset customers, and deal with abusive customers. In addition, you will learn how your own emotions affect your interactions with customers and how to reduce your stress.
Excellence in Service: Communicating with Your Customers
In “Excellence in Service: Communicating with Your Customers,” you will learn how to build rapport with your customers, and discover how non-verbal communication is interpreted by customers. In addition, you will learn telephone skills, including how to project professionalism and how to provide quality customer service over the telephone. Finally, you will learn how to communicate effectively with your customers through e-mail.
Excellence in Service: Establishing Service Standards
In "Excellence in Service: Establishing Service Standards," you will learn how to identify customer expectations by evaluating the criteria customers use to assess the quality of your company's service. You will learn how to set, develop, and implement service standards. You will also understand the importance of surveying customers and incorporating their feedback into service standards. Finally, you will learn how to monitor performance against these standards to identify areas for continuous
Excellence in Service: Building a Customer Service Team
In "Excellence in Service: Building a Customer Service Team," you will learn techniques to successfully select, train, and motivate employees to form a customer service team. You will identify important aspects of employment laws that affect your search for quality service employees. You will also learn how to develop a training program that is suitable for your customer service team and that will meet your organization’s needs.
Excellence in Service: Creating Customer Loyalty
In "Excellence in Service: Creating Customer Loyalty," you will learn how to create a customer service climate and dedicated employees, as well as how to provide memorable service on a regular basis. In addition, you will learn how to understand your customers' experiences, encourage loyalty from them, and form a partnership with them.
Customer Relationship Management: Implementing CRM
In ''Customer Relationship Management: Implementing CRM,'' you will learn how to organize your CRM program to become customer focused. You will also learn how to prepare for and implement CRM.
Customer Relationship Management: eCRM
In ''Customer Relationship Management: eCRM,'' you will learn about the characteristics of eCRM. You will also learn how to automate departmental processes by using eCRM and how to customize eCRM processes to fulfill your company's needs. Finally, you will learn how to achieve CRM goals by using eCRM.
Excellence In Service: Top of Page

eLearning courses can be accessed anytime, anywhere via your Internet-connected computer. Select from over 1250 courses, organized into 4 libraries, and enroll today.

Subscription pricing ranges from $49 for a courseware bundle to $89 for library access.

Bundles - $49

Bundles include between 1 and 48 courses each. They are grouped by topics, such as Windows XP, Microsoft Windows 2000 (MCSE), Microsoft Word XP, Cisco Router Installation and Maintenance, Financial Management, and Interpersonal Communication.

You can purchase access to a bundle for 90 days for $49. Access to bundles can be renewed.

Libraries - $89

Libraries include a large number of bundles each. There are four libraries - Business & Professional, Information Technology, Internet/intranet, and Office Productivity. Together, they encompass all 200+ bundles.

You can purchase access to a library for 90 days for $89. Access to libraries can be renewed.

We are here to give the support and education you have come to expect from Francis Tuttle Technology Center!

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