Course Description:
The topics covered in this course include: Introduction to Quality Customer Service, What is Quality Customer Service /, Change your Paradigm, Customer Expectations, Basic, Expected, Desired and Unanticipated, Identify Your Customers, Identify Customer Needs, Deliver Quality Customer Service, Strategy, People , Systems, Monitor and Improve Results, Select the Right People, Build Trust and Rapport with Customers, Overcome Resistance, Communication Skills, Mutual Respect, Objectivity, Empathy , Flexibility, Comparison, Mind-Reading, Filtering, Judging, Debating and Placating.
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Records Management
The topics covered in this course include: Introducing Records Management, Records Management General Principles, What is a record?, Why do we create records?, When do we file?, Who is responsible for Records Management?, How we create and file records?, Record Security, Record Disposal, Hazards of Incorrect Disposal, Where can I get help? and Reco
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Time and Stress Management
The topics covered in this course include: Introduction, Characteristics for Attaining Success, Purpose,Curiosity, Determination, Risk-taking, Integrity and Balancing Work and Home Demands, What is Stress?, Sources of Stress, Being in the Wrong Job, Information Overload, Fear of Being Fired, Feelings of Powerlessness, Traumatic Events & Managing St
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Internet as a Business Tool
The topics covered in this course include: Communication Using e-mail, Communicating via Online Messaging, Participating on Discussion Boards, Working with Virtual Offices, Research, Searching, Evaluating, Citing, Marketing and Education, Building a Personal Web Site and Web-based Training.
Negotiation
The topics covered in this course include: Negotiation, Influencing, Persuasion and Negotiation, Start with yourself , Processing and Reacting, Self-talk, Take time to collect yourself, Redefining Yourself , Being Assertive, Look as if you mean it, Breathe, Mind movies, Bin the extras and Your Radar, Influence and Persuasion, The Groundwork, Seek v
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Positive Workplace Environment
Positive Workplace Environment
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