Dan K. Richardson - Entrepreneurship Development Institute

We Develop Your Most Important Resource... Your Employees!
Course Catalog
Customer Service

Customer Service Fundamentals


Good customer service and strong customer relationships begin with building rapport.  Building rapport requires knowing your customer, understanding their situation, and providing an empathetic ear for them to voice their concerns...

Course Type:
eLearning

CCTI eLearning

Customer Service Representative, Process


Failing to realize the importance of customer service and effective complaints handling leads to increasingly dissatisfied customers.  Organizations need to be able to address the needs of customers in an effective and efficient manner...

Course Type:
eLearning

CCTI eLearning

Customer Service Representative, Professionalism


It costs a business much more to acquire a new customer than it does to retain an existing one.  So it makes sense that a business must do everything it can to support and satisfy existing customers...

Course Type:
eLearning

CCTI eLearning

Customer Service Representative, Skills


Failing to realize the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers.  Organizations need to be able to address the needs of customers in an effective and efficient manner...

Course Type:
eLearning

CCTI eLearning

Customers, Conflict & Confrontation


Is there anything that can torpedo your work day more than an arrogant, obnoxious, rude customer? YES! Not knowing how to handle one! It's challenging to stay service-minded when the person you are dealing with is being "difficult. " This course will give you the perspective to effectively cope with customer conflict, and sound methods to deal with all types of potentially confrontational situations...

Course Type:
eLearning

CCTI eLearning

Excelling at Customer Service


As the saying goes, "You can't create the cathedral before you build the foundation. " That's why the first course in this Customer Service series focuses on building the foundation of good service...

Course Type:
eLearning

CCTI eLearning

Frontline Call Center Skills


When people pick up a phone and hear someone greeting them from the XYZ Company, they put little thought into the people, process, or technology behind the phone call.  To them, the person on the phone is just a voice on the other end of the line...

Course Type:
eLearning

CCTI eLearning

Internal Customer Service


In today's fast-changing and highly competitive business climate, offering excellent customer service has never been so important.  But what about taking a different approach? Has your organization tried looking inwardly to find the answers to offering great service? Organizations consist of an independent chain of individuals and functional units, each taking inputs from one another and turning them out into external customer service...

Course Type:
eLearning

CCTI eLearning

Internal Customer Service Agent Skills


There are now some 7 million customer service agents (CSAs) working in nearly 80,000 call centers in the United States.  Call centers are burgeoning in Europe and the Pacific Rim as well, and experts predict that the number of CSAs will grow by 20 percent each year...

Course Type:
eLearning

CCTI eLearning

IT Infrastructure Library (ITIL) v3 Foundation Syllabus v4.2


Organizations that provide IT services to internal or external customers need to provide excellent services to enhance value to the organization.  The IT Infrastructure Library (ITIL®) can help organizations achieve these goals and increase external and internal customer satisfaction...

Course Type:
eLearning

CCTI eLearning

ITIL v3 Intermediate: Operational Support & Analysis


Within the context of ITIL®, service operation is sometimes referred to as the 'factory' of IT.  It focuses on the daily activities and organizational infrastructure that are used to deliver services to the organization and the customer...

Course Type:
eLearning

CCTI eLearning

ITILĀ® V3 Overview


Organizations around the globe rely on information technology now more than ever in order to survive and thrive in today's competitive environment....

Course Type:
eLearning

CCTI eLearning

Managing A Customer-Focused Department


Customers have expectations of all the companies with which they transact business.  These expectations may be predominantly unspoken but, all the same, they have a strong influence on how your company, its employees, products, and services are perceived...

Course Type:
eLearning

CCTI eLearning

Measuring Customer Satisfaction


The data are in, and there's no doubt about it: The return on customer loyalty goes directly to your company's bottom line.  Too often, however, organizations seeking to improve customer satisfaction and loyalty begin with a survey...

Course Type:
eLearning

CCTI eLearning

Technical Support Agent Skills


In the last few years, organizations have realized that it is easier to generate revenue from an existing customer base than to find new customers.  Retaining customers has become paramount, and technical support has become a valuable resource...

Course Type:
eLearning

CCTI eLearning



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