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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Creative Problem Solving
Creative Problem Solving
Health and Safety
The topics covered in this course include: Types of Training, Who Needs Training?, OH and S Training and the Law, Employee Responsibilities, Safe Work Practices, Health and Safety when using a Computer, Lighting, Seating, Keyboard and Mouse, Monitor and Document Placement, Work Process, Emergency Preparedness Process, Risk Assessment, Planning and
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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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Change Management
The topics covered in this course include: Introduction What is Change Management?, Why Invest in Change Management?, Required Management Skills, Decision Making, Coalition Building, Achieving Action, Maintaining Momentum and Effort, Risk Planning and Evolution, Timescales, Change Roles, Sponsors-Agents-Advocates, Targets, Transition, Team Change,
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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.
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