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Category: Engagement

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Customer Service for all staff
Customer Service for all staff
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Produced by: Ed4Online
Developing good managers and great leaders in healthcare
Developing good managers and great leaders in healthcare
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Produced by: Ed4Online
To better serve customers, service workers need to build a relationship with each one. Customers have needs beyond completing a simple business transaction; they have Emotional Needs as well. Customer service...
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To better serve customers, service workers need to build a relationship with each one. Customers have needs beyond completing a simple business transaction; they have Emotional Needs as well. Customer service workers can fulfill these needs by building rapport with the customers they serve. Rapport is built by carefully listening to the customer, in order to understand what their wants and needs are.
To better serve customers, service workers need to build a relationship with each one. Customers have needs beyond completing a simple business transaction; they have Emotional Needs as well. Customer service workers can fulfill these needs by building rapport with the customers they serve. Rapport is built by carefully listening to the customer, in order to understand what their wants and needs are.
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Produced by: Ed4Online
Customer service providers face both organizational and personal roadblocks that can prevent them from delivering exceptional customer service for every customer. Understanding what these roadblocks are and...
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Customer service providers face both organizational and personal roadblocks that can prevent them from delivering exceptional customer service for every customer. Understanding what these roadblocks are and working to overcome them helps customer service providers overcome these challenges. This course shows how to overcome these obstacles to ensure every customer receives the service they deserve.
Customer service providers face both organizational and personal roadblocks that can prevent them from delivering exceptional customer service for every customer. Understanding what these roadblocks are and working to overcome them helps customer service providers overcome these challenges. This course shows how to overcome these obstacles to ensure every customer receives the service they deserve.
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Produced by: Ed4Online
This course discusses the stages of team development, the impact that norms, cohesiveness, and size has on teams, and how to deal with team conflict.
This course discusses the stages of team development, the impact that norms, cohesiveness, and size has on teams, and how to deal with team conflict.
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Produced by: Ed4Online
Long-term care facilities with high-performing staff members are best able to serve their patients and residents. In order for all staff members to be high-performers, their supervisors and managers must be...
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Long-term care facilities with high-performing staff members are best able to serve their patients and residents. In order for all staff members to be high-performers, their supervisors and managers must be committed to giving substantive feedback to them. Feedback occurs when one person shares their opinion about another's performance with that person. When the feedback is negative, we call it criticism, and when it is positive, we call it praise. Regardless if it is critical or complimentary, feedback is important because it helps people better understand themselves so they can make performance improvements, leading to better patient care. This course discusses the coaching process, how to deliver feedback, and how to handle difficult situations.
Long-term care facilities with high-performing staff members are best able to serve their patients and residents. In order for all staff members to be high-performers, their supervisors and managers must be committed to giving substantive feedback to them. Feedback occurs when one person shares their opinion about another's performance with that person. When the feedback is negative, we call it criticism, and when it is positive, we call it praise. Regardless if it is critical or complimentary, feedback is important because it helps people better understand themselves so they can make performance improvements, leading to better patient care. This course discusses the coaching process, how to deliver feedback, and how to handle difficult situations.
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Produced by: Ed4Online
Much customer service is done when service workers are helping customers face-to-face. For customer service workers to provide exceptional customer service in the fast-paced, competitive business world, they...
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Much customer service is done when service workers are helping customers face-to-face. For customer service workers to provide exceptional customer service in the fast-paced, competitive business world, they must be able to gather information appropriately by asking and answering questions.
Much customer service is done when service workers are helping customers face-to-face. For customer service workers to provide exceptional customer service in the fast-paced, competitive business world, they must be able to gather information appropriately by asking and answering questions.
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Produced by: Ed4Online
For companies and individuals to be effective at exceptional customer service, they must master the art and science of communications. This mastery starts with a good understanding of the elements of...
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For companies and individuals to be effective at exceptional customer service, they must master the art and science of communications. This mastery starts with a good understanding of the elements of communication and the basic communications styles service providers will encounter. Communication is important to business; it is especially important when it comes to customer service. This course discusses essential elements of communication in the customer service industry.
For companies and individuals to be effective at exceptional customer service, they must master the art and science of communications. This mastery starts with a good understanding of the elements of communication and the basic communications styles service providers will encounter. Communication is important to business; it is especially important when it comes to customer service. This course discusses essential elements of communication in the customer service industry.
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Produced by: Ed4Online
All companies have competition. Depending on the industry, a company's competitors may count in the tens, hundreds, or even thousands. All these companies are working hard to gain customer attention....
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All companies have competition. Depending on the industry, a company's competitors may count in the tens, hundreds, or even thousands. All these companies are working hard to gain customer attention. Customers prefer to spend their money with companies that deliver great service, respect their needs, and are willing to build a positive relationship with them.
All companies have competition. Depending on the industry, a company's competitors may count in the tens, hundreds, or even thousands. All these companies are working hard to gain customer attention. Customers prefer to spend their money with companies that deliver great service, respect their needs, and are willing to build a positive relationship with them.
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Produced by: Ed4Online
Taking a consultative approach to customer service can build a loyal, profitable customer base.  This course discusses how to take a consultative approach to customer service.
Taking a consultative approach to customer service can build a loyal, profitable customer base.  This course discusses how to take a consultative approach to customer service.
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Produced by: Ed4Online
Advocates have a huge influence over other current and potential customers as they are seen as "one of them". Companies that promote a customer advocacy management program can reap the benefits these...
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Advocates have a huge influence over other current and potential customers as they are seen as "one of them". Companies that promote a customer advocacy management program can reap the benefits these advocates provide. Customer Advocacy is a specialized form of customer service where companies focus on what is best for the customer.
Advocates have a huge influence over other current and potential customers as they are seen as "one of them". Companies that promote a customer advocacy management program can reap the benefits these advocates provide. Customer Advocacy is a specialized form of customer service where companies focus on what is best for the customer.
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Produced by: Ed4Online
Many companies reward their best customers with special deals.  This course discusses the value of customer loyalty programs.
Many companies reward their best customers with special deals.  This course discusses the value of customer loyalty programs.
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Produced by: Ed4Online
Customer Relationship Management uses technology to keep track of customer data, which can then be analyzed and used by companies and individuals.  This course discusses how customer service management...
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Customer Relationship Management uses technology to keep track of customer data, which can then be analyzed and used by companies and individuals.  This course discusses how customer service management systems work and how they are used to provide better customer service.
Customer Relationship Management uses technology to keep track of customer data, which can then be analyzed and used by companies and individuals.  This course discusses how customer service management systems work and how they are used to provide better customer service.
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Produced by: Ed4Online
Excellent customer service is one of the most important things in providing quality health care and can make a significant difference for service providers as well as their clients, patients, and consumers....
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Excellent customer service is one of the most important things in providing quality health care and can make a significant difference for service providers as well as their clients, patients, and consumers. This course provides an introduction to customer service in the behavioral healthcare setting and how to identify the difference between mediocre and exceptional customer service.
Excellent customer service is one of the most important things in providing quality health care and can make a significant difference for service providers as well as their clients, patients, and consumers. This course provides an introduction to customer service in the behavioral healthcare setting and how to identify the difference between mediocre and exceptional customer service.
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Produced by: Ed4Online
Customers are the lifeblood of virtually every business in every industry. Organizations and individuals who strive to deliver exceptional customer service are more likely to be successful. Providing good...
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Customers are the lifeblood of virtually every business in every industry. Organizations and individuals who strive to deliver exceptional customer service are more likely to be successful. Providing good customer service is one of the most important things in healthcare. It can make a significant difference for the experiences of staff members and their residents and patients. In the private sector, having good customer service can mean the difference between being profitable or doing poorly. For public agencies, good customer service improves their ability to care for their residents, fulfill their mission and objectives, and do well on satisfaction surveys. This course introduces learners to elements of customer service in the healthcare setting.
Customers are the lifeblood of virtually every business in every industry. Organizations and individuals who strive to deliver exceptional customer service are more likely to be successful. Providing good customer service is one of the most important things in healthcare. It can make a significant difference for the experiences of staff members and their residents and patients. In the private sector, having good customer service can mean the difference between being profitable or doing poorly. For public agencies, good customer service improves their ability to care for their residents, fulfill their mission and objectives, and do well on satisfaction surveys. This course introduces learners to elements of customer service in the healthcare setting.
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Produced by: Ed4Online
Customer service professionals play a vital role in any organization that wants to be profitable. Professional service can be a competitive advantage that helps build a strong, consistent, and loyal customer...
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Customer service professionals play a vital role in any organization that wants to be profitable. Professional service can be a competitive advantage that helps build a strong, consistent, and loyal customer base. In order for an organization to rise above their competition, they need a dedicated, professional customer service workforce that strives to build customer loyalty. This course discusses professionalism and why it is important for providing excellent customer service.
Customer service professionals play a vital role in any organization that wants to be profitable. Professional service can be a competitive advantage that helps build a strong, consistent, and loyal customer base. In order for an organization to rise above their competition, they need a dedicated, professional customer service workforce that strives to build customer loyalty. This course discusses professionalism and why it is important for providing excellent customer service.
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Produced by: Ed4Online
In order to be successful, companies and individuals must first decide where they want to go, and then they make plans on how to reach their objectives.  This course discusses how organizations develop and...
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In order to be successful, companies and individuals must first decide where they want to go, and then they make plans on how to reach their objectives.  This course discusses how organizations develop and execute customer service strategies.
In order to be successful, companies and individuals must first decide where they want to go, and then they make plans on how to reach their objectives.  This course discusses how organizations develop and execute customer service strategies.
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Produced by: Ed4Online
Listening is more than simply hearing the words said by someone else. Listening occurs when the listener takes the time to fully comprehend what the speaker is trying to say. This is an important skill for...
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Listening is more than simply hearing the words said by someone else. Listening occurs when the listener takes the time to fully comprehend what the speaker is trying to say. This is an important skill for customer service providers, because the customer's decision to purchase a good or product is as much an emotional decision as it is a rational one.
Listening is more than simply hearing the words said by someone else. Listening occurs when the listener takes the time to fully comprehend what the speaker is trying to say. This is an important skill for customer service providers, because the customer's decision to purchase a good or product is as much an emotional decision as it is a rational one.
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Produced by: Ed4Online
When customer service providers give customers value that goes beyond the product or service offered, they create partnerships. Establishing partnerships with the customer is an important way to grow sales...
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When customer service providers give customers value that goes beyond the product or service offered, they create partnerships. Establishing partnerships with the customer is an important way to grow sales and a business. When a customer service worker adds value to a customer relationship, they can direct resources and capabilities in ways that really benefit every customer they come into contact with; they need to do more than give lip-service to the partnership.
When customer service providers give customers value that goes beyond the product or service offered, they create partnerships. Establishing partnerships with the customer is an important way to grow sales and a business. When a customer service worker adds value to a customer relationship, they can direct resources and capabilities in ways that really benefit every customer they come into contact with; they need to do more than give lip-service to the partnership.
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Produced by: Ed4Online
In today's fast-paced world, customer service providers need to rely on email and telemarketing to stay connected to customers. The use of email has revolutionized the way the working world communicates....
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In today's fast-paced world, customer service providers need to rely on email and telemarketing to stay connected to customers. The use of email has revolutionized the way the working world communicates. Email lets customer service workers stay connected to customers asynchronously, without having to talk directly to them.  When used properly, email is a very effective service tool. Another way to stay connected to busy customers is through telemarketing.
In today's fast-paced world, customer service providers need to rely on email and telemarketing to stay connected to customers. The use of email has revolutionized the way the working world communicates. Email lets customer service workers stay connected to customers asynchronously, without having to talk directly to them.  When used properly, email is a very effective service tool. Another way to stay connected to busy customers is through telemarketing.
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Produced by: Ed4Online
To provide information about performing effective nursing leadership, including a description of effective leadership, traits common to effective nurse leaders, and steps the nurse can take to successfully...
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To provide information about performing effective nursing leadership, including a description of effective leadership, traits common to effective nurse leaders, and steps the nurse can take to successfully perform the functions of a nurse leader.
To provide information about performing effective nursing leadership, including a description of effective leadership, traits common to effective nurse leaders, and steps the nurse can take to successfully perform the functions of a nurse leader.
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Produced by: EBSCO Health
Setting specific team goals is critical to team success, because improving team performance is much more complex than improving the job performance of a sole worker. Organizations can take actions that ensure...
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Setting specific team goals is critical to team success, because improving team performance is much more complex than improving the job performance of a sole worker. Organizations can take actions that ensure that team goals result in superior team performance, such as setting stretch goals and selecting the right people to work on the team. Team training is an important element of team effectiveness, because skills developed working alone may not be enough for the team environment.
Setting specific team goals is critical to team success, because improving team performance is much more complex than improving the job performance of a sole worker. Organizations can take actions that ensure that team goals result in superior team performance, such as setting stretch goals and selecting the right people to work on the team. Team training is an important element of team effectiveness, because skills developed working alone may not be enough for the team environment.
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Produced by: Ed4Online
Managers in today's organizations are expected to do the right thing. Ethics is the set of moral principles or values that defines right and wrong for a person or group of persons.  Workplace Deviance is...
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Managers in today's organizations are expected to do the right thing. Ethics is the set of moral principles or values that defines right and wrong for a person or group of persons.  Workplace Deviance is unethical behavior that violates organizational norms about right and wrong. The U.S. Sentencing Commission Guidelines for Organizations were established so that companies can be prosecuted and punished even if management didn't know about the unethical behavior.
Managers in today's organizations are expected to do the right thing. Ethics is the set of moral principles or values that defines right and wrong for a person or group of persons.  Workplace Deviance is unethical behavior that violates organizational norms about right and wrong. The U.S. Sentencing Commission Guidelines for Organizations were established so that companies can be prosecuted and punished even if management didn't know about the unethical behavior.
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Produced by: Ed4Online
One way to understand what motivates people is by learning how individuals choose to give a certain level of effort. Expectancy theory states that workers will become motivated based on the extent to which...
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One way to understand what motivates people is by learning how individuals choose to give a certain level of effort. Expectancy theory states that workers will become motivated based on the extent to which they believe that their efforts will lead to high performance, that this high performance is going to be rewarded, and that they will happy with the rewards offered.
One way to understand what motivates people is by learning how individuals choose to give a certain level of effort. Expectancy theory states that workers will become motivated based on the extent to which they believe that their efforts will lead to high performance, that this high performance is going to be rewarded, and that they will happy with the rewards offered.
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Produced by: Ed4Online
All customer service workers will have to deal with angry and upset customers at times.  This course discusses ways to handle extreme customers.
All customer service workers will have to deal with angry and upset customers at times.  This course discusses ways to handle extreme customers.
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Produced by: Ed4Online