Customer Service Training
Click on link below link to take you to desired online course in the OWL portal. To login you will need your username and password, which are the same you use for your Outlook email.
| Course Title |
Description |
Duration |
| Essential Elements of Internal Customer Service | Addresses ten simple yet crucial skills which form the very foundation for delivering exceptional customer service on the phone. | 25 minutes |
| Proactive Customer Service | Identifies and illustrates passive, average and proactive customer service levels in a variety of situations. Covers the importance of high energy, enthusiasm, rapport building and cross selling. | 25 minutes |
| Six Cardinal Rules of Customer Service | A visit to the Customer Service Hall of Shame. Meet the men and women responsible for pioneering poor customer service habits. Viewers will recognize each behavior and want to work to avoid duplicating their error. | 25 minutes |
| Five Forbidden Phrases | This customer service training course highlights the five phrases which are proven to annoy and frustrate your customers. Vignettes clearly illustrate the recommended Positive Alternatives to use instead. | 25 minutes |
| From Curt to Courteous | This course addresses understanding and being understood in both synchronous (phone, face-to-face and instant messaging) and asynchronous (e-mail, voice mail, fax and letters) communication methods. | 25 minutes |
| How to Avoid Emotional Leakage | Addresses not allowing negative feelings from one situation to leak into an entirely unrelated situation. This program illustrates how wrong and damaging this behavior can be. External and internal examples. | 10 minutes |
| How to Deal With the Foreign Accent | This program explains that all customers are created equal. It includes techniques which make communications with foreign language customers easier. Realistic vignettes and characters make this course a powerful sensitivity builder. | 20 minutes |
| How to Treat Every Caller as a Welcome Guest | Explains how incredibly important the role of the front line customer contact employee is. Whoever answers the phone IS THE COMPANY as far as your customers are concerned. | 15 minutes |
| Influencing the Interaction | This course identifies six practices which will help service providers offer a more positive experience for their customer. From showing patience and tolerance to a senior citizen to the importance of avoiding common distractions in the workplace, this program raises awareness about how each team member contributes to a positive interaction. | 20 minutes |
| Maintaining Customer Relationships | Most everyone understands the importance of excellent customer service during the purchasing process. But what happens after the transaction? How do we cement a relationship with customers to move their purchase from merely a transaction into a long-term relationship? This course emphasizes the importance of follow up after the sale and gives realistic examples of how to handle the five most common follow-up scenarios. | 14 minutes |
| Seven Keys to a Positive Mental Attitude | This powerful program helps viewers understand that a great attitude isn't something that magically happens. Rather, it's a choice which people make in advance about how they're going to deal with life's events. Key points include choosing your attitude in advance, visualizing success and resisting negative influences. | 30 minutes |
| Six Steps to Service Recovery | Normally, it’s easy to look good when everything is going well. It’s when a customer experience goes wrong that your true character shows. In today’s competitive service environment, merely correcting the problem isn’t always enough. Many situations will require Service Recovery. Service Recovery is a specific set of actions which customer-oriented organizations take whenever there’s a disappointment for the customer. | 30 minutes |
| That's Just Rude | Explores the rudeness matrix. Course introduces and analyzes the four quadrants of the rudeness matrix. Program raises awareness about how seemingly innocent behaviors can be considered rude. | 14 minutes |
| The Service Mentality | This course identifies and highlights the seven key characteristics of customer contact employees who demonstrate superior customer service skills. | 30 minutes |
| Listening Skills | Listening is a critical component when determining the needs of your customer. Doesn't everyone listen? Hearing is a physical process but listening requires mental involvement. This course introduces six steps to help team members become better listeners. | 15 minutes |
| Questioning Techniques | Proper questioning techniques are key when gaining needed information from a caller or customer. High level questioning techniques are a learned skill. This course introduces seven types of questioning situations and illustrates how and when to employ them. Improving questioning techniques will expand one's ability to effectively obtain valuable information to become a better problem solver. | 15 minutes |
| Essential Telephone Skills | Addresses ten simple yet crucial skills which form the very foundation for delivering exceptional customer service on the phone. | 25 minutes |
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