About This Course
What you will learn - Provide Excellent Service That Will Have Customers Coming Back
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Get BIG Savings with our Ultimate Customer Support Online Bundle, 10 Certificate Courses
- Customer Support Online Certificate Course
- Customer Service Training: Critical Elements of Customer Service Online Certificate Course
- Managing Customer Service Online Certificate Course
- Handling a Difficult Customer Online Certificate Course
- Marketing and Sales Online Certificate Course
- Building Relationships for Success in Sales Online Certificate Course
- Organizational Skills Online Certificate Course
- Attention Management Online Certificate Course
- Communication Skills Online Certificate Course
- Using the Telephone as a Sales Tool Online Certificate Course
1. Customer Support Online Certificate Course: Provide Excellent Service That Will Have Customers Coming Back
Customer support used to mean a face-to-face conversation with a customer, or a phone call. Today, technology has changed how we approach customer support. It now encompasses the internet, websites, webchats, and even smart phone apps. The customer experience begins long before the purchase is made.
With our “Non-Telephone Customer Support” course, your participants will discover the new opportunities in customer support services via the internet, but also how to use these opportunities to their advantage.
Key Learning Objectives:
- Define customer support
- Know the different venues for customer support
- Recognize challenges of customer support
- Learn different applications
- Know proper forms of documentation
- Learning to be proactive in customer support
2. Customer Service Training: Critical Elements of Customer Service Online Certificate Course: Learn The Critical Elements Of Customer Service
Today, customers expect more from companies than ever before. This course is designed around six critical elements of customer service that create a unique experience for the people purchasing your products.
This course is all about the critical elements of customer service: a customer service focus that is defined within, and given life by, your organization. In order to be successful, this focus must be reinforced every day, measured, and improved upon.
Key Learning Objectives:
- Demonstrate a customer service approach.
- Understand how your own behavior affects the behavior of others.
- Demonstrate confidence and skill as a problem solver.
- Apply techniques to deal with difficult customers.
- Make a choice to provide customer service.
3. Managing Customer Service Online Certificate Course: Learn about the six critical elements of customer service
Like all business values, a customer service focus must be demonstrated from the top down. Customer service leaders have a responsibility to demonstrate good leadership practices as well as good customer service practices. This course will share several leadership models that you can use to successfully lead a customer service team.
Key Learning Objectives:
- How to identify ways to establish links between excellence in customer service and their business practices and policies
- How to develop the skills and practices that are essential elements of a customer-focused manager
- How to recognize what employees are looking for to be truly engaged
- How to recognize who the customers are and what they are looking for
- How to develop strategies for creating engaged employees and satisfied customers in whatever business units you manage
4. Handling a Difficult Customer Online Certificate Course: Learn How to Deal with Difficult Customers and Situations
Handling difficult customers may seem like a thankless job. Fortunately, you can develop skills to adapt to the challenges difficult customers pose and extend these skills to handling difficult people and situations throughout your daily life. By improving the focus of your thoughts and feelings, how you manage stress and how well you listen to and empathize with others, you will be better able to meet the challenges other people pose in both your professional and personal life.
Key Learning Objectives:
- Cultivate a positive attitude
- Manage internal and external stress
- Develop abilities to listen actively and empathize
- Build a rapport with customers in person and over the phone
- Understand the diverse challenges posed by customers
- Develop strategies to adapt to challenging circumstances
5. Marketing and Sales Online Certificate Course: Marketing and Sales Online Certificate Course
A small marketing budget doesn’t mean you can’t meet your goals and business objectives. This course will share some creative marketing tactics that will work for any budget.
With this Marketing and Sales Online Courses, you will learn effective, low-cost, and non-cost strategies to improve sales, develop your company’s image, and build your bottom line.
Key Learning Objectives:
- Recognize what we mean by the term “marketing.”
- Discover how to use low-cost publicity to get your name known.
- Know how to develop a marketing plan and a marketing campaign.
- Use your time rather than your money to market your company effectively.
- Understand how to perform a SWOT analysis
6. Building Relationships for Success in Sales Online Certificate Course: Learn How to Create Strong Client Relationship
More than ever, people are looking to connect with others and build relationships. In order to be successful as a salesperson, you must know how to create an experience that will help you connect with your customers. This course will help you build relationships for success in sales.
This Building Relationships for Success in Sales course will teach you how to leverage customer-focused selling, identify what influences relationships, expand your communication skills, manage your body language, develop a professional handshake, and grow your network.
Key Learning Objectives:
- Discover the benefits of developing a support network of connections.
- Understand how building relationships can help you develop your business base.
- Learn how to apply communication techniques to build your network.
- Identify the key elements in strong working relationships, and how you might put more of these elements in your working relationships.
- Recognize the key interpersonal skills and practice using them.
7. Organizational Skills Online Certificate Course: Study our Organizational Skills Training Course and Achieve Your Goals by Being Organized and Productive
Our Organizational Skills Training provides you with the skills and mindset to take full control of any task or situation. Our comprehensive course was not only developed for professionals but more importantly for application in our daily life.
Our Organizational Skills Online Training Course gives you access to a complete set of skills that will provide substantial benefits in improving your efficiency at work and at home. After completing the course, you will find yourself able to complete more tasks in a shorter period of time. This comprehensive course will also deliver improvements in management skills, time management and communication skills.
At Courses For Success, our training programs have been carefully developed by leading professionals and validated by industry experts to guarantee you are getting the most up-to-date experience. By enrolling in these Organizational Skills Online courses, you can be confident you are getting the best education possible.
Key Learning Objectives:
- Critically look at existing practices that are not organized
- Know the critical value of a workable filing system
- Use strategic planning to effectively prioritize your timetable, work projects and daily tasks
- Establish effective ways of saving information and storing supplies
- Organize your personal and workspaces effectively
- Know how to resist procrastination and focus on meeting deadlines
- Plan to stay organized in the future
8. Attention Management Online Certificate Course: Manage Distractions and Become More Focused
A distracted employee is a less effective employee. Employees who do not pay attention can waste valuable time and make careless mistakes. You will be more efficient at your job, make fewer mistakes, and be more productive overall.
Attention Management is a useful skill that allows managers to connect with their employees on an emotional level and motivate them to focus on their work. Our course will help you reach your personal and in turn company goals. You will gain valuable insight and strategies into what it takes to be more attentive and vigilant.
Key Learning Objectives:
- Define and understand attention management
- Identify different types of attention
- Create strategies for goals and SMART goals
- Be familiar with methods that focus attention
- Put an end to procrastination
- Learn how to prioritise time
9. Communication Skills Online Certificate Course: Learn the art of communication and how to communicate better in a business or personal setting with our Communication Courses Online
The Communication Courses Online can show you how to make sure you are sending the right message. Each day, we communicate with others through our spoken words, body language, and written communication.
The Communication Courses will teach you all about the various aspects of communication. You will learn about asking questions, probing for information, active listening, and body language. Supporting skills are also covered, such as self-esteem, building relationships with others, and assertiveness.
Key Learning Objectives:
- Identify common communication problems that may be holding you back.
- Develop skills to ask questions that give you information you need.
- Learn what your non-verbal messages are telling others.
- Develop skills to listen actively and empathetically to others.
- Enhance your ability to handle difficult situations.
- Deal with situations assertively.
10. Using the Telephone as a Sales Tool Online Certificate Course: Learn How To Use the Telephone as a Sales Tool
No one questions that making friends is a good thing. In this course, you are going to discover that the business of business is making friends, and the business of all sales professionals is making friends and building relationships. Strategic friendships will make or break any business, no matter how big and no matter what kind of market.
Key Learning Objectives:
- Discover the benefits of developing a support network of connections.
- Understand how building relationships can help you develop your business base.
- Learn how to apply communication techniques to build your network.
- Identify the key elements in strong working relationships, and how you might put more of these elements in your working relationships.
- Recognize the key interpersonal skills and practice using them.
Receive Lifetime Access to Course Materials, so you can review at any time.
For comprehensive information on units of study click the units of study tab above.
This is an incredible opportunity to invest in yourself and your future, sharpen your training skills and learn what it takes to create your own success with Courses For Success Today!
Course Fast Facts:
- All courses are easy to follow and understand
- Only 6 to 8 hours of study is required per course
- Unlimited lifetime access to course materials
- Study as many courses as you want
- Delivered 100% on-line and accessible 24/7 from any computer or smartphone
- You can study from home or at work, at your own pace, in your own time
- Certificates
Course Delivery
Courses are accessed online via our learning management system by any device including PC, MAC, tablet or Smart Phone.
Recognition & Accreditation
The courses offered by Courses For Success are unique as they are taught in a step-by-step process enabling students to complete them quickly and easily, so that you can obtain your qualification sooner. All students who complete the course receive a certificate of completion. CoursesForSuccess is committed to high completion rates and therefore 100% student satisfaction.
Units of Study
Receive Lifetime Access to Course Materials, so you can review it at any time.
The Ultimate Customer Support Online Bundle, 10 Certificate Courses include the following courses, below is a summary of each course:
Course 1 - Customer Support Online Certificate Course
Module One: Getting Started
- Course Objectives
Module Two: What Is Customer Service?
- Support vs. Service
- Who Participates?
- Metrics
- Trends
- Case Study
Module Three: Challenges
- Customer Challenges
- Crisis
- Ticket Backlogs
- End Relationship with Customer
- Case Study
Module Four: Email
- Formal Yet Conversational Style
- Scripted Yet Authentic
- Explain Information Carefully
- Results
- Case Study
Module Five: SMS
- Convenience of Texting
- Apps and Software Available
- Information to Communicate
- Professional Communication Through Text
- Case Study
Module Six: Webchat
- Personalize
- Apps and Software Available
- Real Time Support
- Etiquette
- Case Study
Module Seven: Multi-Channel Apps
- Different Multi-Channel Apps
- Pros
- Cons
- Making a Decision
- Case Study
Module Eight: Support Ticket Apps
- Different Support Ticket Apps
- Pros
- Cons
- Making a Decision
- Case Study
Module Nine: Documentation
- What to Document
- Using Tools
- Prepare Documentation
- Retain
- Case Study
Module Ten: Feedback
- Surveys
- Boxes
- Analytics
- Usability
- Case Study
Module Eleven: Be Proactive
- Research Analytics
- Discover Opportunities
- Prevent Problems
- Provide Support Before People Know They Need It
- Case Study
Module Twelve: Wrapping Up
- Words from the Wise
Course 2 - Customer Service Training: Critical Elements of Customer Service Online Certificate Course
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
Session 2: What is Customer Service?
- What is Customer Service?
- The Critical Elements of Customer Service
- A Customer Service Focus
- Service is a Philosophy
- Service Means Meeting Customer Expectations
- Service is Not Always Natural
Session 3: Who Are Your Customers?
- Types of Customers
- Internal and External Customers
- VIP Customers
- What Customers Need
Session 4: Meeting Expectations
- Meeting Expectations
- Six Ways to Meet Customers’ Expectations
Session 5: Pre-Assignment Review
- Pre-Assignment Answers
Session 6: Setting Goals
- Creating a Personal Vision Statement
- Step One: Identify Your Values
- Step Two: Define Your Values
- Step Three: Put It All Together
- Identifying Dreams and Setting Goals
- Identifying Your Dreams
- SPIRIT
- My Dreams and Goals
Session 7: The Second Critical Element – Defined in Your Organization
- Our Standards
- Sample Standards
Session 8: The Third Critical Element – Given Life by the Employees
- What Do You Think?
- Suggested Answers
Session 9: Communication Skills
- The Importance of Empathy
- About Rephrasing
- Dangerous Misconceptions
- Defining Communication
- Body Language Basics
- Voice
- Open and Closed Questions
- Customer-Focused Questions
Session 10: Telephone Techniques
- It’s Not What You Say, It’s How You Say It
- Your Initial Greeting
- Personalizing Service
- Addressing a Person
- Your Telephone Voice
- Your Listening Ear
- Your Format for Closing
- Handling Everyday Requests
- Transferring Telephone Calls
- Putting Callers on Hold
- Taking a Message
- Taking Messages Accurately and Completely
- What to Record When Taking a Message
- Other Tips for Taking a Message
- Do’s and Don’t’s
- Phrases to Avoid Using
- Sentences That Damage Your Image or Lose Goodwill
Session 11: Dealing With Difficult Customers
- Abrupt Customers
- Abusive Customers
- Angry Customers
- Arrogant Customers
- Bully/Bossy Customers
- Closed-Minded Customers
Session 12: Dealing With Challenges Assertively
- About Assertiveness
- An Assertiveness Formula
- Making Connections
Session 13: Dealing With Difficult People
- Getting to the Heart of the Matter
- What’s Missing?
- Getting to the Big Picture
- The Three F’s
- Types of Difficult People
- The Stubborn One
- The Quiet One
- The Jester
- Yakety-Yak
- Off Base
- Bigger Issues
- The Chatterbox
- The Know-It-All
- The Whiner
Session 14: The Fourth Critical Element – Be a Problem Solver
- Reducing Conflict
- Blending
- Blending Examples
- Redirecting
- Identify Positive Intent
- Identify Highly Valued Criteria
- When Discussions Degenerate Into Conflict
- An Action Plan for Angry, Aggressive People
- Problem Solving in Six Steps
- Making Connections
Session 15: Seven Steps to Customer Problem Solving
- The Process
- Making Connections
- The Recovery Process
- Session 16: The Fifth Critical Element – Measure It
- Tools to Use
- Critical Evaluation
- Informal Surveys
- Focus Groups
- Fishbone (Cause and Effect, or Root Cause)
- Brainstorming
- Benchmarking
- Measurement in Practice
Session 17: The Sixth Critical Element – Reinforce It
- Keeping Momentum
- Developing and Maintaining Relationships
- Recognizing the Power of Your Behavior
- Likeability Works
- Phrases for Customer Service Success
- How to Feel Powerful in Your Position
- Project Positive Expectations
- Give Credit Where It’s Due
- Rebound from Failure
- Accept Responsibility
Session 18: Dealing With Stress
- About Stress
- Deep Breathing
- Visualize
- Music
- Acupressure and Massage
- Laughter
- Replace Worry with Problem Solving
- Meditation
- Resilience
Session 19: A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Course 3 - Managing Customer Service Online Certificate Course
Session One: Course Overview
Session Two: Six Critical Elements
- Element One: A Customer Service Focus
- Element Two: Defined in Your Organization
- Element Three: Given Life by the Employees
- Element Four: Problem Solving
- Role Play
- Element Five: Measure It
- Element Six: Reinforce It
- Measurement in Practice
Session Three: Understanding Leadership
- About Leadership
- Understanding Your Comfort Zone
- Managing Performance
- Servant Leadership
- Onboarding and Orientation
Session Four: Five Practices of Leadership
- Challenging, Inspiring, and Enabling
- Modeling and Heart
- Practices in Practice
- Pre-Assignment Review
- Recommended Reading List
- Post-Course Assessment
- Pre- and Post-Assessment Answer Keys
- Personal Action Plan
Course 4 - Handling a Difficult Customer Online Certificate Course
Module One: Getting Started
By the end of this course, you will be able to:
- Cultivate a positive attitude
- Manage internal and external stress
- Develop abilities to listen actively and empathize
- Build a rapport with customers in person and over the phone
- Understand the diverse challenges posed by customers
- Develop strategies to adapt to challenging circumstances
Module Two: The Right Attitude Starts with You
- Be Grateful
- Make Gratitude a Habit
- Keep Your Body Healthy
- Invoke Inner Peace
Module Three: Stress Management (Internal Stressors)
- Irritability
- Unhappiness With Your Job
- Feeling Underappreciated
- Not Well Rested
Module Four: Stress Management (External Stressors)
- Manage Your Work Space
- Loud Work Environment
- Co-Worker Relations
- Demanding Supervisor
Module Five: Transactional Analysis
- What is Transactional Analysis
- Parent
- Child
- Adult
Module Six: Why are Some Customers Difficult
- They Have Truly Had a Bad Experience and Want to Vent
- Want Someone to be Held Accountable
- They Have Truly Had a Bad Experience and Want Resolution
- They are Generally Unhappy
Module Seven: Dealing with the Customer Over the Phone
- Listen to the Customer’s Complaint
- Build Rapport
- Do Not Respond with Negative Words or Emotion
- Offer a Verbal Solution to Your Customer
Module Eight: Dealing with the Customer In Person
- Listen to the Customer’s Concerns
- Build Rapport
- Respond with Positive Words and Body Language
- Aside from Words
Module Nine: Sensitivity in Dealing with Customers
- Customers who are Angry
- Customers who are Rude
- Customers with Different Cultural Values
- Customers who Cannot be Satisfied
Module Ten: Scenarios of Dealing with a Difficult Customer
- Angry Customer
- Rude Customer
- A Customer from Another Culture
- An Impossible to Please Customer
Module Eleven: Following up With a Customer Once You Have Addressed Their Issue
- Call the Customer
- Send the Customer an Email
- Mail the Customer a Small Token
- Snail-Mail a Handwritten or Typed Letter
Module Twelve: Wrapping Up
Course 5 - Marketing and Sales Online Certificate Course
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
- Pre-Course Assessment
Session 2: Pre-Assignment Review
- Pre-Assignment Review
Session 3: Defining Marketing
- What is Marketing? What is Sales?
- The Best Marketing
- Glossary of Terms
Session 4: Recognizing Trends
- Trends and Fads
- Making Connections
Session 5: Doing Market Research
- Why Research is Important
- The Ten Questions
- The Cyclical Nature of Business
- Primary Research
- Primary Research, Part Two
- Secondary Research
Session 6: Strategies for Success
- Top Ten Strategies for Success
- Identifying the Strategies
- Strategy Descriptions
- Analyzing the Strategies
- Identifying Opportunities (Part One)
- Identifying Opportunities (Part Two)
Session 7: Mission Statements
- The Personal Touch
- Mission Statement
- Sample Mission Statements
- A Personal Mission Statement
Session 8: Brochures
- Making Connections
Session 9: Trade Shows
- Why Attend a Trade Show?
- Preparing for a Trade Show
Session 10: Developing a Marketing Plan
- The Ps of Marketing
- Bringing it All Together
- Bringing it All Together, Part Two
- SWOT Analysis
- Sample SWOT
- A Simple Marketing Plan for Small Budgets
- The Big Marketing Budget
Session 12: Increasing Business
- The Basic Formulas
- Making Connections
Session 14: Saying No to New Business
- Saying No to New Business
- Making Connections
Session 13: Advertising Myths
- Advertising Myths
- Creating Desire
Session 14: Networking Tips
- The Right Approach
- Getting to the Decision Makers
- Networking Tips to Consider
- Making Connections
Session 15: A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Course 6 - Building Relationships for Success in Sales Online Certificate Course
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
Session 2: Focusing on Your Customer
- Customer Focused Selling
- Minimizing Challenges
- Becoming Customer Focused
- Understanding Effort vs. Results
- How You Fit in the Quadrants
- Considering the Possibilities
Session 3: What Influences People in Forming Relationships?
- Influences at Work
- Appearance
- Similarity
- Complementarity
- Reciprocity
- Competence
- Proximity
- Exchange
- The Effect of the Influences
- Building Customer Connections
- Building Common Ground
Session 4: Disclosure
- Disclosure
- Self-Awareness and the Johari Windows
- Understanding the Johari Window
- Building Relationships with the Johari Window
- Working with the Johari Window
Session 5: How to Win Friends and Influence People
- About Dale Carnegie
- Discussing Carnegie's Principles
- Talking about Interests
- Try to See Things from Their Point of View
- Changing the View
- Genuinely Like Other People
- Liking Others through Common Ground
- Smile
- Make Them Feel Important
- Remembering Names
- Don't Criticize Others
- Avoid Criticizing
- What's in it for Me?
- Comparing the Stories
- Carnegie's Principles
Session 6: Communication Skills for Relationship Selling
- Active Listening
- Responding to Feelings
- Reading Cues
- Demonstration Cues
- Tips for Becoming a Better Listener
- Asking Questions
- Using Open Questions
- Creating Customer Focused Questions
- Good Listeners
Session 7: Non-Verbal Messages
- Non-Verbal Messages
- Managing Your Messages
- Voice
- Qualities of a Good Voice
Session 8: Managing the Mingling
- Understanding Networking
- Tips for Remembering Names
Session 9: The Handshake
- The Handshake
- Improving Your Handshake
- Tips for Success
- Business Card Etiquette
Session 10: Small Talk
- Small Talk
- Making Small Talk
- Starting Conversations
- Small Talk Tips
- Exit Lines
- Creating Exit Lines
Session 11: Networking
- Organizing Your Network
- Networking Tips
- Wise Words
- Revisiting the Pre-Assignment
- John and Jane
- Questions for Reflection
- Our Thoughts
Session 12: Personal Development
- Personal Action Plan
- Achieving My Goals
Course 7 - Organizational Skills Online Certificate Course
Module One - Getting Started
Module Two - Remove the Clutter
- Just do it
- You dont have to keep everything
- Three boxes: Keep, donate and trash
- A place for everything and everything in it's place
Module Three - Prioritize
- Write it down
- Urgent / Important Matrix
- Divide tasks
- 80/20 rule
Module Four - Scheduling Your Time
- Have a master calendar
- Setting deadlines
- Remove or limit the time wasters
- Coping with things outside of your control
Module Five - To Do Lists
- Use a day planner
- Finish what you start
- Focus on the important
- Do quick tasks immediately
Module Six - Paper and Paperless Storage
- Find a system that works for you
- Make it consistent
- Make it time sensitive
- Setting up archives
Module Seven - Organization in Your Work Area
- Keeping items within arm's reach
- Only have current projects on your desk
- Arranging your drawers
- Organize to match your workflow
Module Eight - Tools to Fight Procrastination
- Eat that Frog!
- Remove distractions
- Give yourself a reward
- Break up large tasks
Module Nine - Organizing Your Inbox
- Setting delivery rules
- Folder and message hierachy
- Deal with email right away
- Flag and highlight important items
Module Ten - Avoid the Causes of Disorganisation
- Keeping everything
- Not being consistent
- Not following a schedule
- Bad habits
Module Eleven - Discipline is the Key to Stay Organised
- Stay within your systems
- Learn to say No
- Have organisiation be part of your life
- Plan for tomorrow, today
Module Twelve - Wrapping Up
Course 8 - Attention Management Online Certificate Course
Module One - Getting Started
Module Two - Introduction to Attention Management
- What is Attention Management?
- Stop Thinking and Pay Attention!
- What is Mushin?
- What is Xin Yi (Heart Minded)?
Module Three - Types of Attention
- Focused Attention
- Sustained Attention
- Selective Attention
- Alternating Attention
- Attention CEO
- Attentional Blink
Module Four - Strategies for Goal Setting
- Listening to your Emotions
- Prioritising
- Re-Gating
Module Five - Meditation
- Beta
- Alpha
- Theta
- Delta
- Gamma
Module Six - Training your Attention
- Mushin
- Meditation
- Focus Execute
- Visualisation
Module Seven - Attention Zones Model
- Reactive Zone
- Proactive Zone
- Distracted Zone
- Wasteful Zone
Module Eight - SMART Goals
- The Three P's
- The SMART Way
- Prioritising
- Evaluating and Adapting
Module Nine - Keep Yourself Focused
- The One Minute Rule
- The Five Minute Rule
- What to do when you feel overwhelmed
Module Ten - Procrastination
- Why we Procrastinate
- Nine ways to overcome Procrastination
- Eat that Frog
Module Eleven - Prioritising your Time
- The 80 / 20 Rule
- The Urgent / Important Matrix
- Being Assertive
- Creating a Productivity Journal
- The Glass Jar: Rocks, Pebbles, Sand and Water
Module Twelve - Wrapping Up
Course 9 - Communication Skills Online Certificate Course
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
- Pre-Course Assessment
Session 2: Creating Positive Relationships
- Ten Quick Wins
- Making Connections
- The Power of Words
Session 3: Growing Our Self-Awareness
- Do You Question Your Competence?
- Competence Questionnaire
- Developing Confidence
Session 4: Communication Basics
- Defining a Skilled Communicator
- Making Connections
Session 5: Communication Barriers
- Case Study: New Neighbors
- Common Barriers
- Applying the Answers
- Being Mindful
Session 6: Asking Questions
- Asking Good Questions
- Types of Open-Ended Questions
- Introduction to Probing
- Probing Methods
- Pushing My Buttons
Session 7: Listening Skills
- Can You Hear Me?
- How Do You Rate Your Listening Ability?
- Active Listening Skills
- Responding to Feelings
- Reading Cues
- Demonstration Cues
- Tips for Becoming a Better Listener
- What Is Said and What Is Heard
- Communication Situations
Session 8: Body Language
- What Do Our Bodies Say?
- Tips and Tricks
- Managing Your Messages
- The Signals People Send
- Gestures
- Interpreting Gestures
Session 9: Communication Styles
- Understanding Dichotomies
- Making Connections
- Advantages and Disadvantages
- Dichotomies in Action
- Step Two
- Step Three
Session 10: Creating a Positive Self-Image
- Seven Things People Determine from Your Appearance
- Pre-Assignment Review
- Self-Evaluation
Session 11: Frame of Reference
- Your Frame of Reference
- Suspending Belief
- Techniques for the Workplace
- Prepare, Prepare, Prepare
- Testing Our Theories
- Delivering Your Message
- Be Direct
- Assertiveness
- Self-Attitude
- Words to Watch Out For
- Your Inner Self Talk
- Persuasion
- Thirty Ways to Persuade
- Case Study: A Negative Image
- I Messages
- The Assertive Formula
- Expressing Your No
- The Persistent Response
- Guidelines for Saying No
Session 12: A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Course 10 - Using the Telephone as a Sales Tool Online Certificate Course
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
Session 2: Focusing on Your Customer
- Customer Focused Selling
- Minimizing Challenges
- Becoming Customer Focused
- Understanding Effort vs. Results
- How You Fit in the Quadrants
- Considering the Possibilities
Session 3: What Influences People in Forming Relationships?
- Influences at Work
- Appearance
- Similarity
- Complementarity
- Reciprocity
- Competence
- Proximity
- Exchange
- The Effect of the Influences
- Building Customer Connections
- Building Common Ground
Session 4: Disclosure
- Disclosure
- Self-Awareness and the Johari Windows
- Understanding the Johari Window
- Building Relationships with the Johari Window
- Working with the Johari Window
Session 5: How to Win Friends and Influence People
- About Dale Carnegie
- Discussing Carnegie's Principles
- Talking about Interests
- Try to See Things from Their Point of View
- Changing the View
- Genuinely Like Other People
- Liking Others through Common Ground
- Smile
- Make Them Feel Important
- Remembering Names
- Don't Criticize Others
- Avoid Criticizing
- What's in it for Me?
- Comparing the Stories
- Carnegie's Principles
Session 6: Communication Skills for Relationship Selling
- Active Listening
- Responding to Feelings
- Reading Cues
- Demonstration Cues
- Tips for Becoming a Better Listener
- Asking Questions
- Using Open Questions
- Creating Customer Focused Questions
- Good Listeners
Session 7: Non-Verbal Messages
- Non-Verbal Messages
- Managing Your Messages
- Voice
- Qualities of a Good Voice
Session 8: Mana
Requirements
Entry requirements
Students must have basic literacy and numeracy skills.
Minimum education
Open entry. Previous schooling and academic achievements are not required for entry into this course.
Computer requirements
Students will need access to a computer and the internet.
Minimum specifications for the computer are:
Windows:
Microsoft Windows XP, or laterModern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)
MAC/iOS
OSX/iOS 6 or laterModern and up to date Browser (Firefox, Chrome, Safari)
All systems
Internet bandwidth of 1Mb or fasterFlash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)
Students will also need access the following applications:
Adobe Acrobat Reader
Requirements
Entry requirements:
Students must have basic literacy and numeracy skills.
Minimum education:
Open entry. Previous schooling and academic achievements are not required for entry into this course.
Device requirements:
Students will need access to a computer/any device and the internet.
FAQS
1. Who are Courses For Success?
Courses For Success is a course platform that started in 2008
with 5 courses, since then we have grown to over 10,000 online courses.
Our courses span across the following categories:
•Animal
•Beauty
•Business
•Health & Fitness
•Finance
•Lifestyle
•IT & Software
•Personal Development
•Teaching & Academics
2. Is there a refund/cancellation policy?
Yes, we have a 7-day money-back refund policy.
3. What is the FREE Personal Success Training Program?
The Personal Success Training Program
was developed by Courses For Success to help our customers achieve
success. Currently, we are offering this program for FREE with every
course or bundle purchase this month. This is a limited time offer!
4. Are there any requirements to study this course?
No,
anyone who has an interest in learning more about this subject matter
is encouraged to take our course. There are no entry requirements to
take this course.
5. Do I require to have finished high school to complete this course?
No,
you do not require a High School Diploma or to have finished school to
study this course, this course is open to anyone who would like to take
this course.
6. What if English is not my first language?
This
course is provided in English, however, due to the digital nature of
our training, you can take your time studying the material and make use
of tools such as google translate and Grammarly.
7. Is this course online or conducted in person?
All our courses are accessible online on any device. You may complete them at your own pace and at your own time.
8. How do I receive my course?
After
you have completed the payment, you will receive a confirmation email
and tax receipt. You will also receive an email containing your course
login details (username and password), as well as instructions on how to
access and log in to your course via the internet with any device,
please check your junk/spam folder in the event that you do not receive
the email.
9. When does this course start?
Providing
you have internet access you can start this course whenever you like,
just go to the login page and insert your username and password and you
can access the online material.
10. What is online learning like?
Online learning is easy, if not easier than a traditional academic situation.
By studying an online course, the usual boundaries caused by location and time constraints are eliminated, meaning you are free to study where and when you want at your own pace.
Of course, you will need to be able to self-manage your time and be organized, but with our help, you’ll soon find yourself settling into a comfortable rhythm of study.
11. What computer skills do I need for my course?
You
don't need to be a computer expert to succeed with our online training,
but you should be comfortable typing, using the internet and be capable
of using common software (such as Microsoft word).
12. How long will you have access to the online course?
The majority of our courses have unlimited lifetime access, meaning you can access this course whenever you want.
Please also check the course summary, as a small selection of courses have limited access.
13. How long will my course take?
Course duration, is listed under Course Summary
14. Do I need to buy textbooks?
All the required material for your course is included in the online system, you do not need to buy anything else.
15. Is the course interactive?
Yes, all our courses are interactive.
16. Is there an assessment or exam?
Yes,
you will be required to complete a multiple-choice test online at the
end of your course, you can do this test as many times as you require.
17. What type of certificate will I receive?
You
will receive a Certificate of Completion that is applicable worldwide,
which demonstrates your commitment to learning new skills. You can share
the certificate with your friends, relatives, co-workers and employers.
Also, include it in your resume/CV, professional social media profiles
and job applications.
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The term “Courses for Success” helped me in my current position to succeed. After completing the courses, I gave my manager the completion certificates. Recently I received a promotion too."
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Our
completion certificates are very valuable and will help you progress in
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18. Will this course be credited by universities?
No, it is not equivalent to a college or university credit.
19. Am I guaranteed to get a job with this certificate?
This course will give you the skills you need to help you obtain employment, but it’s up to you if you get the job or not.
20. How will this course assist me with my career?
Studying
and completing this course will show employers that you have the
knowledge in this field, additionally you will gain more confidence in
this area of expertise.
21. How long is the certificate valid for?
The Certificates are valid for life and do not need renewing.
22. Can I take more than one course at a time?
Courses
are studied online at your own pace and you are free to study as many
or as few courses as you wish, we also offer online course bundles that
allow you to save on additional courses so that you may get all the
topics related to your training goals in one go.
23. What are the Payment Methods available? Is there a payment plan?
We accept payments via PayPal, Credit Card and Bank Transfer.
Payment Plans: We have partnered with Partial.ly, to offer our own in house payment plan. Everyone is Pre-Approved, providing the initial deposit is paid in full.
To pay via bank transfer contact us info@coursesforsuccess.com
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with the exact course link of the courses you'd like to bundle up via
email info@coursesforsuccess.com and we will create them for you. *Each course access, time of completion and certification varies depending on the course type.
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You can contact our support team, at any time through live chat on our website, or email at info@coursesforsuccess.com, or by calling one of our phone numbers depending on which country you are in.
Free Personal Success Training Course
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Today, we are providing it for Free with all Course Purchases, as a special offer!
Benefits:
• How to layout a Success Plan.
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Course Bundles
Looking for specific training for yourself or employees. Choose from our Course Bundles below or build you own Bundle, by adding more courses to your cart. Choose different courses or the same course for multiple staff members and receive volume discounts at checkout.
Ultimate Customer Support Online Bundle, 10 Certificate Courses
The Most Comprehensive Customer Support Bundle
Bundle Up & Save - Learn More and Save More when you Upgrade to the Mega Bundle below & Save 98%
Course Summary
- Delivery: Online
- Access: Unlimited Lifetime
- Time: Study at your own pace
- Duration: 6 to 8 hours per course
- Assessments: Yes
- Qualification: Certificate
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HURRY OFFER EXTENDED ONE DAY!
About This Course
What you will learn - Provide Excellent Service That Will Have Customers Coming Back
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Get BIG Savings with our Ultimate Customer Support Online Bundle, 10 Certificate Courses
- Customer Support Online Certificate Course
- Customer Service Training: Critical Elements of Customer Service Online Certificate Course
- Managing Customer Service Online Certificate Course
- Handling a Difficult Customer Online Certificate Course
- Marketing and Sales Online Certificate Course
- Building Relationships for Success in Sales Online Certificate Course
- Organizational Skills Online Certificate Course
- Attention Management Online Certificate Course
- Communication Skills Online Certificate Course
- Using the Telephone as a Sales Tool Online Certificate Course
1. Customer Support Online Certificate Course: Provide Excellent Service That Will Have Customers Coming Back
Customer support used to mean a face-to-face conversation with a customer, or a phone call. Today, technology has changed how we approach customer support. It now encompasses the internet, websites, webchats, and even smart phone apps. The customer experience begins long before the purchase is made.
With our “Non-Telephone Customer Support” course, your participants will discover the new opportunities in customer support services via the internet, but also how to use these opportunities to their advantage.
Key Learning Objectives:
- Define customer support
- Know the different venues for customer support
- Recognize challenges of customer support
- Learn different applications
- Know proper forms of documentation
- Learning to be proactive in customer support
2. Customer Service Training: Critical Elements of Customer Service Online Certificate Course: Learn The Critical Elements Of Customer Service
Today, customers expect more from companies than ever before. This course is designed around six critical elements of customer service that create a unique experience for the people purchasing your products.
This course is all about the critical elements of customer service: a customer service focus that is defined within, and given life by, your organization. In order to be successful, this focus must be reinforced every day, measured, and improved upon.
Key Learning Objectives:
- Demonstrate a customer service approach.
- Understand how your own behavior affects the behavior of others.
- Demonstrate confidence and skill as a problem solver.
- Apply techniques to deal with difficult customers.
- Make a choice to provide customer service.
3. Managing Customer Service Online Certificate Course: Learn about the six critical elements of customer service
Like all business values, a customer service focus must be demonstrated from the top down. Customer service leaders have a responsibility to demonstrate good leadership practices as well as good customer service practices. This course will share several leadership models that you can use to successfully lead a customer service team.
Key Learning Objectives:
- How to identify ways to establish links between excellence in customer service and their business practices and policies
- How to develop the skills and practices that are essential elements of a customer-focused manager
- How to recognize what employees are looking for to be truly engaged
- How to recognize who the customers are and what they are looking for
- How to develop strategies for creating engaged employees and satisfied customers in whatever business units you manage
4. Handling a Difficult Customer Online Certificate Course: Learn How to Deal with Difficult Customers and Situations
Handling difficult customers may seem like a thankless job. Fortunately, you can develop skills to adapt to the challenges difficult customers pose and extend these skills to handling difficult people and situations throughout your daily life. By improving the focus of your thoughts and feelings, how you manage stress and how well you listen to and empathize with others, you will be better able to meet the challenges other people pose in both your professional and personal life.
Key Learning Objectives:
- Cultivate a positive attitude
- Manage internal and external stress
- Develop abilities to listen actively and empathize
- Build a rapport with customers in person and over the phone
- Understand the diverse challenges posed by customers
- Develop strategies to adapt to challenging circumstances
5. Marketing and Sales Online Certificate Course: Marketing and Sales Online Certificate Course
A small marketing budget doesn’t mean you can’t meet your goals and business objectives. This course will share some creative marketing tactics that will work for any budget.
With this Marketing and Sales Online Courses, you will learn effective, low-cost, and non-cost strategies to improve sales, develop your company’s image, and build your bottom line.
Key Learning Objectives:
- Recognize what we mean by the term “marketing.”
- Discover how to use low-cost publicity to get your name known.
- Know how to develop a marketing plan and a marketing campaign.
- Use your time rather than your money to market your company effectively.
- Understand how to perform a SWOT analysis
6. Building Relationships for Success in Sales Online Certificate Course: Learn How to Create Strong Client Relationship
More than ever, people are looking to connect with others and build relationships. In order to be successful as a salesperson, you must know how to create an experience that will help you connect with your customers. This course will help you build relationships for success in sales.
This Building Relationships for Success in Sales course will teach you how to leverage customer-focused selling, identify what influences relationships, expand your communication skills, manage your body language, develop a professional handshake, and grow your network.
Key Learning Objectives:
- Discover the benefits of developing a support network of connections.
- Understand how building relationships can help you develop your business base.
- Learn how to apply communication techniques to build your network.
- Identify the key elements in strong working relationships, and how you might put more of these elements in your working relationships.
- Recognize the key interpersonal skills and practice using them.
7. Organizational Skills Online Certificate Course: Study our Organizational Skills Training Course and Achieve Your Goals by Being Organized and Productive
Our Organizational Skills Training provides you with the skills and mindset to take full control of any task or situation. Our comprehensive course was not only developed for professionals but more importantly for application in our daily life.
Our Organizational Skills Online Training Course gives you access to a complete set of skills that will provide substantial benefits in improving your efficiency at work and at home. After completing the course, you will find yourself able to complete more tasks in a shorter period of time. This comprehensive course will also deliver improvements in management skills, time management and communication skills.
At Courses For Success, our training programs have been carefully developed by leading professionals and validated by industry experts to guarantee you are getting the most up-to-date experience. By enrolling in these Organizational Skills Online courses, you can be confident you are getting the best education possible.
Key Learning Objectives:
- Critically look at existing practices that are not organized
- Know the critical value of a workable filing system
- Use strategic planning to effectively prioritize your timetable, work projects and daily tasks
- Establish effective ways of saving information and storing supplies
- Organize your personal and workspaces effectively
- Know how to resist procrastination and focus on meeting deadlines
- Plan to stay organized in the future
8. Attention Management Online Certificate Course: Manage Distractions and Become More Focused
A distracted employee is a less effective employee. Employees who do not pay attention can waste valuable time and make careless mistakes. You will be more efficient at your job, make fewer mistakes, and be more productive overall.
Attention Management is a useful skill that allows managers to connect with their employees on an emotional level and motivate them to focus on their work. Our course will help you reach your personal and in turn company goals. You will gain valuable insight and strategies into what it takes to be more attentive and vigilant.
Key Learning Objectives:
- Define and understand attention management
- Identify different types of attention
- Create strategies for goals and SMART goals
- Be familiar with methods that focus attention
- Put an end to procrastination
- Learn how to prioritise time
9. Communication Skills Online Certificate Course: Learn the art of communication and how to communicate better in a business or personal setting with our Communication Courses Online
The Communication Courses Online can show you how to make sure you are sending the right message. Each day, we communicate with others through our spoken words, body language, and written communication.
The Communication Courses will teach you all about the various aspects of communication. You will learn about asking questions, probing for information, active listening, and body language. Supporting skills are also covered, such as self-esteem, building relationships with others, and assertiveness.
Key Learning Objectives:
- Identify common communication problems that may be holding you back.
- Develop skills to ask questions that give you information you need.
- Learn what your non-verbal messages are telling others.
- Develop skills to listen actively and empathetically to others.
- Enhance your ability to handle difficult situations.
- Deal with situations assertively.
10. Using the Telephone as a Sales Tool Online Certificate Course: Learn How To Use the Telephone as a Sales Tool
No one questions that making friends is a good thing. In this course, you are going to discover that the business of business is making friends, and the business of all sales professionals is making friends and building relationships. Strategic friendships will make or break any business, no matter how big and no matter what kind of market.
Key Learning Objectives:
- Discover the benefits of developing a support network of connections.
- Understand how building relationships can help you develop your business base.
- Learn how to apply communication techniques to build your network.
- Identify the key elements in strong working relationships, and how you might put more of these elements in your working relationships.
- Recognize the key interpersonal skills and practice using them.
Receive Lifetime Access to Course Materials, so you can review at any time.
For comprehensive information on units of study click the units of study tab above.
This is an incredible opportunity to invest in yourself and your future, sharpen your training skills and learn what it takes to create your own success with Courses For Success Today!
Course Fast Facts:
- All courses are easy to follow and understand
- Only 6 to 8 hours of study is required per course
- Unlimited lifetime access to course materials
- Study as many courses as you want
- Delivered 100% on-line and accessible 24/7 from any computer or smartphone
- You can study from home or at work, at your own pace, in your own time
- Certificates
Course Delivery
Courses are accessed online via our learning management system by any device including PC, MAC, tablet or Smart Phone.
Recognition & Accreditation
The courses offered by Courses For Success are unique as they are taught in a step-by-step process enabling students to complete them quickly and easily, so that you can obtain your qualification sooner. All students who complete the course receive a certificate of completion. CoursesForSuccess is committed to high completion rates and therefore 100% student satisfaction.
Units of Study
Receive Lifetime Access to Course Materials, so you can review it at any time.
The Ultimate Customer Support Online Bundle, 10 Certificate Courses include the following courses, below is a summary of each course:
Course 1 - Customer Support Online Certificate Course
Module One: Getting Started
- Course Objectives
Module Two: What Is Customer Service?
- Support vs. Service
- Who Participates?
- Metrics
- Trends
- Case Study
Module Three: Challenges
- Customer Challenges
- Crisis
- Ticket Backlogs
- End Relationship with Customer
- Case Study
Module Four: Email
- Formal Yet Conversational Style
- Scripted Yet Authentic
- Explain Information Carefully
- Results
- Case Study
Module Five: SMS
- Convenience of Texting
- Apps and Software Available
- Information to Communicate
- Professional Communication Through Text
- Case Study
Module Six: Webchat
- Personalize
- Apps and Software Available
- Real Time Support
- Etiquette
- Case Study
Module Seven: Multi-Channel Apps
- Different Multi-Channel Apps
- Pros
- Cons
- Making a Decision
- Case Study
Module Eight: Support Ticket Apps
- Different Support Ticket Apps
- Pros
- Cons
- Making a Decision
- Case Study
Module Nine: Documentation
- What to Document
- Using Tools
- Prepare Documentation
- Retain
- Case Study
Module Ten: Feedback
- Surveys
- Boxes
- Analytics
- Usability
- Case Study
Module Eleven: Be Proactive
- Research Analytics
- Discover Opportunities
- Prevent Problems
- Provide Support Before People Know They Need It
- Case Study
Module Twelve: Wrapping Up
- Words from the Wise
Course 2 - Customer Service Training: Critical Elements of Customer Service Online Certificate Course
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
Session 2: What is Customer Service?
- What is Customer Service?
- The Critical Elements of Customer Service
- A Customer Service Focus
- Service is a Philosophy
- Service Means Meeting Customer Expectations
- Service is Not Always Natural
Session 3: Who Are Your Customers?
- Types of Customers
- Internal and External Customers
- VIP Customers
- What Customers Need
Session 4: Meeting Expectations
- Meeting Expectations
- Six Ways to Meet Customers’ Expectations
Session 5: Pre-Assignment Review
- Pre-Assignment Answers
Session 6: Setting Goals
- Creating a Personal Vision Statement
- Step One: Identify Your Values
- Step Two: Define Your Values
- Step Three: Put It All Together
- Identifying Dreams and Setting Goals
- Identifying Your Dreams
- SPIRIT
- My Dreams and Goals
Session 7: The Second Critical Element – Defined in Your Organization
- Our Standards
- Sample Standards
Session 8: The Third Critical Element – Given Life by the Employees
- What Do You Think?
- Suggested Answers
Session 9: Communication Skills
- The Importance of Empathy
- About Rephrasing
- Dangerous Misconceptions
- Defining Communication
- Body Language Basics
- Voice
- Open and Closed Questions
- Customer-Focused Questions
Session 10: Telephone Techniques
- It’s Not What You Say, It’s How You Say It
- Your Initial Greeting
- Personalizing Service
- Addressing a Person
- Your Telephone Voice
- Your Listening Ear
- Your Format for Closing
- Handling Everyday Requests
- Transferring Telephone Calls
- Putting Callers on Hold
- Taking a Message
- Taking Messages Accurately and Completely
- What to Record When Taking a Message
- Other Tips for Taking a Message
- Do’s and Don’t’s
- Phrases to Avoid Using
- Sentences That Damage Your Image or Lose Goodwill
Session 11: Dealing With Difficult Customers
- Abrupt Customers
- Abusive Customers
- Angry Customers
- Arrogant Customers
- Bully/Bossy Customers
- Closed-Minded Customers
Session 12: Dealing With Challenges Assertively
- About Assertiveness
- An Assertiveness Formula
- Making Connections
Session 13: Dealing With Difficult People
- Getting to the Heart of the Matter
- What’s Missing?
- Getting to the Big Picture
- The Three F’s
- Types of Difficult People
- The Stubborn One
- The Quiet One
- The Jester
- Yakety-Yak
- Off Base
- Bigger Issues
- The Chatterbox
- The Know-It-All
- The Whiner
Session 14: The Fourth Critical Element – Be a Problem Solver
- Reducing Conflict
- Blending
- Blending Examples
- Redirecting
- Identify Positive Intent
- Identify Highly Valued Criteria
- When Discussions Degenerate Into Conflict
- An Action Plan for Angry, Aggressive People
- Problem Solving in Six Steps
- Making Connections
Session 15: Seven Steps to Customer Problem Solving
- The Process
- Making Connections
- The Recovery Process
- Session 16: The Fifth Critical Element – Measure It
- Tools to Use
- Critical Evaluation
- Informal Surveys
- Focus Groups
- Fishbone (Cause and Effect, or Root Cause)
- Brainstorming
- Benchmarking
- Measurement in Practice
Session 17: The Sixth Critical Element – Reinforce It
- Keeping Momentum
- Developing and Maintaining Relationships
- Recognizing the Power of Your Behavior
- Likeability Works
- Phrases for Customer Service Success
- How to Feel Powerful in Your Position
- Project Positive Expectations
- Give Credit Where It’s Due
- Rebound from Failure
- Accept Responsibility
Session 18: Dealing With Stress
- About Stress
- Deep Breathing
- Visualize
- Music
- Acupressure and Massage
- Laughter
- Replace Worry with Problem Solving
- Meditation
- Resilience
Session 19: A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Course 3 - Managing Customer Service Online Certificate Course
Session One: Course Overview
Session Two: Six Critical Elements
- Element One: A Customer Service Focus
- Element Two: Defined in Your Organization
- Element Three: Given Life by the Employees
- Element Four: Problem Solving
- Role Play
- Element Five: Measure It
- Element Six: Reinforce It
- Measurement in Practice
Session Three: Understanding Leadership
- About Leadership
- Understanding Your Comfort Zone
- Managing Performance
- Servant Leadership
- Onboarding and Orientation
Session Four: Five Practices of Leadership
- Challenging, Inspiring, and Enabling
- Modeling and Heart
- Practices in Practice
- Pre-Assignment Review
- Recommended Reading List
- Post-Course Assessment
- Pre- and Post-Assessment Answer Keys
- Personal Action Plan
Course 4 - Handling a Difficult Customer Online Certificate Course
Module One: Getting Started
By the end of this course, you will be able to:
- Cultivate a positive attitude
- Manage internal and external stress
- Develop abilities to listen actively and empathize
- Build a rapport with customers in person and over the phone
- Understand the diverse challenges posed by customers
- Develop strategies to adapt to challenging circumstances
Module Two: The Right Attitude Starts with You
- Be Grateful
- Make Gratitude a Habit
- Keep Your Body Healthy
- Invoke Inner Peace
Module Three: Stress Management (Internal Stressors)
- Irritability
- Unhappiness With Your Job
- Feeling Underappreciated
- Not Well Rested
Module Four: Stress Management (External Stressors)
- Manage Your Work Space
- Loud Work Environment
- Co-Worker Relations
- Demanding Supervisor
Module Five: Transactional Analysis
- What is Transactional Analysis
- Parent
- Child
- Adult
Module Six: Why are Some Customers Difficult
- They Have Truly Had a Bad Experience and Want to Vent
- Want Someone to be Held Accountable
- They Have Truly Had a Bad Experience and Want Resolution
- They are Generally Unhappy
Module Seven: Dealing with the Customer Over the Phone
- Listen to the Customer’s Complaint
- Build Rapport
- Do Not Respond with Negative Words or Emotion
- Offer a Verbal Solution to Your Customer
Module Eight: Dealing with the Customer In Person
- Listen to the Customer’s Concerns
- Build Rapport
- Respond with Positive Words and Body Language
- Aside from Words
Module Nine: Sensitivity in Dealing with Customers
- Customers who are Angry
- Customers who are Rude
- Customers with Different Cultural Values
- Customers who Cannot be Satisfied
Module Ten: Scenarios of Dealing with a Difficult Customer
- Angry Customer
- Rude Customer
- A Customer from Another Culture
- An Impossible to Please Customer
Module Eleven: Following up With a Customer Once You Have Addressed Their Issue
- Call the Customer
- Send the Customer an Email
- Mail the Customer a Small Token
- Snail-Mail a Handwritten or Typed Letter
Module Twelve: Wrapping Up
Course 5 - Marketing and Sales Online Certificate Course
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
- Pre-Course Assessment
Session 2: Pre-Assignment Review
- Pre-Assignment Review
Session 3: Defining Marketing
- What is Marketing? What is Sales?
- The Best Marketing
- Glossary of Terms
Session 4: Recognizing Trends
- Trends and Fads
- Making Connections
Session 5: Doing Market Research
- Why Research is Important
- The Ten Questions
- The Cyclical Nature of Business
- Primary Research
- Primary Research, Part Two
- Secondary Research
Session 6: Strategies for Success
- Top Ten Strategies for Success
- Identifying the Strategies
- Strategy Descriptions
- Analyzing the Strategies
- Identifying Opportunities (Part One)
- Identifying Opportunities (Part Two)
Session 7: Mission Statements
- The Personal Touch
- Mission Statement
- Sample Mission Statements
- A Personal Mission Statement
Session 8: Brochures
- Making Connections
Session 9: Trade Shows
- Why Attend a Trade Show?
- Preparing for a Trade Show
Session 10: Developing a Marketing Plan
- The Ps of Marketing
- Bringing it All Together
- Bringing it All Together, Part Two
- SWOT Analysis
- Sample SWOT
- A Simple Marketing Plan for Small Budgets
- The Big Marketing Budget
Session 12: Increasing Business
- The Basic Formulas
- Making Connections
Session 14: Saying No to New Business
- Saying No to New Business
- Making Connections
Session 13: Advertising Myths
- Advertising Myths
- Creating Desire
Session 14: Networking Tips
- The Right Approach
- Getting to the Decision Makers
- Networking Tips to Consider
- Making Connections
Session 15: A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Course 6 - Building Relationships for Success in Sales Online Certificate Course
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
Session 2: Focusing on Your Customer
- Customer Focused Selling
- Minimizing Challenges
- Becoming Customer Focused
- Understanding Effort vs. Results
- How You Fit in the Quadrants
- Considering the Possibilities
Session 3: What Influences People in Forming Relationships?
- Influences at Work
- Appearance
- Similarity
- Complementarity
- Reciprocity
- Competence
- Proximity
- Exchange
- The Effect of the Influences
- Building Customer Connections
- Building Common Ground
Session 4: Disclosure
- Disclosure
- Self-Awareness and the Johari Windows
- Understanding the Johari Window
- Building Relationships with the Johari Window
- Working with the Johari Window
Session 5: How to Win Friends and Influence People
- About Dale Carnegie
- Discussing Carnegie's Principles
- Talking about Interests
- Try to See Things from Their Point of View
- Changing the View
- Genuinely Like Other People
- Liking Others through Common Ground
- Smile
- Make Them Feel Important
- Remembering Names
- Don't Criticize Others
- Avoid Criticizing
- What's in it for Me?
- Comparing the Stories
- Carnegie's Principles
Session 6: Communication Skills for Relationship Selling
- Active Listening
- Responding to Feelings
- Reading Cues
- Demonstration Cues
- Tips for Becoming a Better Listener
- Asking Questions
- Using Open Questions
- Creating Customer Focused Questions
- Good Listeners
Session 7: Non-Verbal Messages
- Non-Verbal Messages
- Managing Your Messages
- Voice
- Qualities of a Good Voice
Session 8: Managing the Mingling
- Understanding Networking
- Tips for Remembering Names
Session 9: The Handshake
- The Handshake
- Improving Your Handshake
- Tips for Success
- Business Card Etiquette
Session 10: Small Talk
- Small Talk
- Making Small Talk
- Starting Conversations
- Small Talk Tips
- Exit Lines
- Creating Exit Lines
Session 11: Networking
- Organizing Your Network
- Networking Tips
- Wise Words
- Revisiting the Pre-Assignment
- John and Jane
- Questions for Reflection
- Our Thoughts
Session 12: Personal Development
- Personal Action Plan
- Achieving My Goals
Course 7 - Organizational Skills Online Certificate Course
Module One - Getting Started
Module Two - Remove the Clutter
- Just do it
- You dont have to keep everything
- Three boxes: Keep, donate and trash
- A place for everything and everything in it's place
Module Three - Prioritize
- Write it down
- Urgent / Important Matrix
- Divide tasks
- 80/20 rule
Module Four - Scheduling Your Time
- Have a master calendar
- Setting deadlines
- Remove or limit the time wasters
- Coping with things outside of your control
Module Five - To Do Lists
- Use a day planner
- Finish what you start
- Focus on the important
- Do quick tasks immediately
Module Six - Paper and Paperless Storage
- Find a system that works for you
- Make it consistent
- Make it time sensitive
- Setting up archives
Module Seven - Organization in Your Work Area
- Keeping items within arm's reach
- Only have current projects on your desk
- Arranging your drawers
- Organize to match your workflow
Module Eight - Tools to Fight Procrastination
- Eat that Frog!
- Remove distractions
- Give yourself a reward
- Break up large tasks
Module Nine - Organizing Your Inbox
- Setting delivery rules
- Folder and message hierachy
- Deal with email right away
- Flag and highlight important items
Module Ten - Avoid the Causes of Disorganisation
- Keeping everything
- Not being consistent
- Not following a schedule
- Bad habits
Module Eleven - Discipline is the Key to Stay Organised
- Stay within your systems
- Learn to say No
- Have organisiation be part of your life
- Plan for tomorrow, today
Module Twelve - Wrapping Up
Course 8 - Attention Management Online Certificate Course
Module One - Getting Started
Module Two - Introduction to Attention Management
- What is Attention Management?
- Stop Thinking and Pay Attention!
- What is Mushin?
- What is Xin Yi (Heart Minded)?
Module Three - Types of Attention
- Focused Attention
- Sustained Attention
- Selective Attention
- Alternating Attention
- Attention CEO
- Attentional Blink
Module Four - Strategies for Goal Setting
- Listening to your Emotions
- Prioritising
- Re-Gating
Module Five - Meditation
- Beta
- Alpha
- Theta
- Delta
- Gamma
Module Six - Training your Attention
- Mushin
- Meditation
- Focus Execute
- Visualisation
Module Seven - Attention Zones Model
- Reactive Zone
- Proactive Zone
- Distracted Zone
- Wasteful Zone
Module Eight - SMART Goals
- The Three P's
- The SMART Way
- Prioritising
- Evaluating and Adapting
Module Nine - Keep Yourself Focused
- The One Minute Rule
- The Five Minute Rule
- What to do when you feel overwhelmed
Module Ten - Procrastination
- Why we Procrastinate
- Nine ways to overcome Procrastination
- Eat that Frog
Module Eleven - Prioritising your Time
- The 80 / 20 Rule
- The Urgent / Important Matrix
- Being Assertive
- Creating a Productivity Journal
- The Glass Jar: Rocks, Pebbles, Sand and Water
Module Twelve - Wrapping Up
Course 9 - Communication Skills Online Certificate Course
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
- Pre-Course Assessment
Session 2: Creating Positive Relationships
- Ten Quick Wins
- Making Connections
- The Power of Words
Session 3: Growing Our Self-Awareness
- Do You Question Your Competence?
- Competence Questionnaire
- Developing Confidence
Session 4: Communication Basics
- Defining a Skilled Communicator
- Making Connections
Session 5: Communication Barriers
- Case Study: New Neighbors
- Common Barriers
- Applying the Answers
- Being Mindful
Session 6: Asking Questions
- Asking Good Questions
- Types of Open-Ended Questions
- Introduction to Probing
- Probing Methods
- Pushing My Buttons
Session 7: Listening Skills
- Can You Hear Me?
- How Do You Rate Your Listening Ability?
- Active Listening Skills
- Responding to Feelings
- Reading Cues
- Demonstration Cues
- Tips for Becoming a Better Listener
- What Is Said and What Is Heard
- Communication Situations
Session 8: Body Language
- What Do Our Bodies Say?
- Tips and Tricks
- Managing Your Messages
- The Signals People Send
- Gestures
- Interpreting Gestures
Session 9: Communication Styles
- Understanding Dichotomies
- Making Connections
- Advantages and Disadvantages
- Dichotomies in Action
- Step Two
- Step Three
Session 10: Creating a Positive Self-Image
- Seven Things People Determine from Your Appearance
- Pre-Assignment Review
- Self-Evaluation
Session 11: Frame of Reference
- Your Frame of Reference
- Suspending Belief
- Techniques for the Workplace
- Prepare, Prepare, Prepare
- Testing Our Theories
- Delivering Your Message
- Be Direct
- Assertiveness
- Self-Attitude
- Words to Watch Out For
- Your Inner Self Talk
- Persuasion
- Thirty Ways to Persuade
- Case Study: A Negative Image
- I Messages
- The Assertive Formula
- Expressing Your No
- The Persistent Response
- Guidelines for Saying No
Session 12: A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Course 10 - Using the Telephone as a Sales Tool Online Certificate Course
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
Session 2: Focusing on Your Customer
- Customer Focused Selling
- Minimizing Challenges
- Becoming Customer Focused
- Understanding Effort vs. Results
- How You Fit in the Quadrants
- Considering the Possibilities
Session 3: What Influences People in Forming Relationships?
- Influences at Work
- Appearance
- Similarity
- Complementarity
- Reciprocity
- Competence
- Proximity
- Exchange
- The Effect of the Influences
- Building Customer Connections
- Building Common Ground
Session 4: Disclosure
- Disclosure
- Self-Awareness and the Johari Windows
- Understanding the Johari Window
- Building Relationships with the Johari Window
- Working with the Johari Window
Session 5: How to Win Friends and Influence People
- About Dale Carnegie
- Discussing Carnegie's Principles
- Talking about Interests
- Try to See Things from Their Point of View
- Changing the View
- Genuinely Like Other People
- Liking Others through Common Ground
- Smile
- Make Them Feel Important
- Remembering Names
- Don't Criticize Others
- Avoid Criticizing
- What's in it for Me?
- Comparing the Stories
- Carnegie's Principles
Session 6: Communication Skills for Relationship Selling
- Active Listening
- Responding to Feelings
- Reading Cues
- Demonstration Cues
- Tips for Becoming a Better Listener
- Asking Questions
- Using Open Questions
- Creating Customer Focused Questions
- Good Listeners
Session 7: Non-Verbal Messages
- Non-Verbal Messages
- Managing Your Messages
- Voice
- Qualities of a Good Voice
Session 8: Mana
Requirements
Entry requirements
Students must have basic literacy and numeracy skills.
Minimum education
Open entry. Previous schooling and academic achievements are not required for entry into this course.
Computer requirements
Students will need access to a computer and the internet.
Minimum specifications for the computer are:
Windows:
Microsoft Windows XP, or laterModern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)
MAC/iOS
OSX/iOS 6 or laterModern and up to date Browser (Firefox, Chrome, Safari)
All systems
Internet bandwidth of 1Mb or fasterFlash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)
Students will also need access the following applications:
Adobe Acrobat Reader
Requirements
Entry requirements:
Students must have basic literacy and numeracy skills.
Minimum education:
Open entry. Previous schooling and academic achievements are not required for entry into this course.
Device requirements:
Students will need access to a computer/any device and the internet.
FAQS
1. Who are Courses For Success?
Courses For Success is a course platform that started in 2008
with 5 courses, since then we have grown to over 10,000 online courses.
Our courses span across the following categories:
•Animal
•Beauty
•Business
•Health & Fitness
•Finance
•Lifestyle
•IT & Software
•Personal Development
•Teaching & Academics
2. Is there a refund/cancellation policy?
Yes, we have a 7-day money-back refund policy.
3. What is the FREE Personal Success Training Program?
The Personal Success Training Program
was developed by Courses For Success to help our customers achieve
success. Currently, we are offering this program for FREE with every
course or bundle purchase this month. This is a limited time offer!
4. Are there any requirements to study this course?
No,
anyone who has an interest in learning more about this subject matter
is encouraged to take our course. There are no entry requirements to
take this course.
5. Do I require to have finished high school to complete this course?
No,
you do not require a High School Diploma or to have finished school to
study this course, this course is open to anyone who would like to take
this course.
6. What if English is not my first language?
This
course is provided in English, however, due to the digital nature of
our training, you can take your time studying the material and make use
of tools such as google translate and Grammarly.
7. Is this course online or conducted in person?
All our courses are accessible online on any device. You may complete them at your own pace and at your own time.
8. How do I receive my course?
After
you have completed the payment, you will receive a confirmation email
and tax receipt. You will also receive an email containing your course
login details (username and password), as well as instructions on how to
access and log in to your course via the internet with any device,
please check your junk/spam folder in the event that you do not receive
the email.
9. When does this course start?
Providing
you have internet access you can start this course whenever you like,
just go to the login page and insert your username and password and you
can access the online material.
10. What is online learning like?
Online learning is easy, if not easier than a traditional academic situation.
By studying an online course, the usual boundaries caused by location and time constraints are eliminated, meaning you are free to study where and when you want at your own pace.
Of course, you will need to be able to self-manage your time and be organized, but with our help, you’ll soon find yourself settling into a comfortable rhythm of study.
11. What computer skills do I need for my course?
You
don't need to be a computer expert to succeed with our online training,
but you should be comfortable typing, using the internet and be capable
of using common software (such as Microsoft word).
12. How long will you have access to the online course?
The majority of our courses have unlimited lifetime access, meaning you can access this course whenever you want.
Please also check the course summary, as a small selection of courses have limited access.
13. How long will my course take?
Course duration, is listed under Course Summary
14. Do I need to buy textbooks?
All the required material for your course is included in the online system, you do not need to buy anything else.
15. Is the course interactive?
Yes, all our courses are interactive.
16. Is there an assessment or exam?
Yes,
you will be required to complete a multiple-choice test online at the
end of your course, you can do this test as many times as you require.
17. What type of certificate will I receive?
You
will receive a Certificate of Completion that is applicable worldwide,
which demonstrates your commitment to learning new skills. You can share
the certificate with your friends, relatives, co-workers and employers.
Also, include it in your resume/CV, professional social media profiles
and job applications.
Wendy Sue Hunt - 5 STAR REVIEW
"If you are considering taking any “Courses for Success”, I would highly recommend it. I have always been a firm believer it’s important to always sharpen your skills. You are never too old to learn more. I found the courses very helpful, interesting and easy to understand.
The term “Courses for Success” helped me in my current position to succeed. After completing the courses, I gave my manager the completion certificates. Recently I received a promotion too."
Valencia Marie Aviles - 5 STAR REVIEW
"I
had a very good experience with my course. It has helped me to get
multiple jobs and prepared me for almost everything I would need to
know. The course was very informative and easy to understand and broken
up perfectly to be done in a short amount of time while still learning a
good amount! I would recommend Courses for Success to anyone trying to
get abs certifications for job advancements, it is well worth it!"
ELENA GRIFFIN - 5 STAR REVIEW
"I have absolutely enjoyed the materials from Courses for Success. The materials are easy to understand which makes learning enjoyable. Courses for Success have great topics of interest which make you come back for
more.
Thank you Courses for Success for being part of my learning journey and making education affordable!"
Our
completion certificates are very valuable and will help you progress in
your work environment and show employers how committed you are to learn
new skills, you might even get a promotion.
18. Will this course be credited by universities?
No, it is not equivalent to a college or university credit.
19. Am I guaranteed to get a job with this certificate?
This course will give you the skills you need to help you obtain employment, but it’s up to you if you get the job or not.
20. How will this course assist me with my career?
Studying
and completing this course will show employers that you have the
knowledge in this field, additionally you will gain more confidence in
this area of expertise.
21. How long is the certificate valid for?
The Certificates are valid for life and do not need renewing.
22. Can I take more than one course at a time?
Courses
are studied online at your own pace and you are free to study as many
or as few courses as you wish, we also offer online course bundles that
allow you to save on additional courses so that you may get all the
topics related to your training goals in one go.
23. What are the Payment Methods available? Is there a payment plan?
We accept payments via PayPal, Credit Card and Bank Transfer.
Payment Plans: We have partnered with Partial.ly, to offer our own in house payment plan. Everyone is Pre-Approved, providing the initial deposit is paid in full.
To pay via bank transfer contact us info@coursesforsuccess.com
24. Can I purchase for multiple people?
Yes, you can do this by purchasing individually via website or send us a request via email at info@coursesforsuccess.com
25. Can I request for an invoice before purchase?
Yes, you can request for an invoice via email at info@coursesforsuccess.com
26. Purchase for a gift?
Yes, you can purchase this course as a gift, simply send an email to info@coursesforsuccess.com, with the course details and we can accommodate this.
27. Can I create my own course bundle?
Yes,
you can customize your own bundle. Please send us the complete list
with the exact course link of the courses you'd like to bundle up via
email info@coursesforsuccess.com and we will create them for you. *Each course access, time of completion and certification varies depending on the course type.
28. How will I contact Courses For Success if I have any questions?
You can contact our support team, at any time through live chat on our website, or email at info@coursesforsuccess.com, or by calling one of our phone numbers depending on which country you are in.
Free Personal Success Training Course
The Personal Success Training Program Helps You Stay Focused To Achieve Your Goals!
Today, we are providing it for Free with all Course Purchases, as a special offer!
Benefits:
• How to layout a Success Plan.
• Get where you want to be in life.
• How to unclutter your mind to succeed.
• Achieve your dreams using your imagination.
• How to have faith in yourself.
Features:
• Life time access
• Complement your individual course purchase.
• Click here Personal Success Training Program to see thousands of positive reviews,
Hurry - offer - ends today!
Course Bundles
Looking for specific training for yourself or employees. Choose from our Course Bundles below or build you own Bundle, by adding more courses to your cart. Choose different courses or the same course for multiple staff members and receive volume discounts at checkout.
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