Business Courses

Dealing with Customer Service Incidents and Complaints

Overview/Description:

Failing to realize the importance of customer service and effective complaint handling leads to increasingly dissatisfied customers. Organizations must be able to address the needs of customers in an effective  manner to succeed.
This course is intended to show the proper procedures and processes needed to provide an efficient client service (CS). It covers how to improve customer relationships to reduce conflict and enable service excellence. You’ll also learn how to provide accurate documentation for incident reporting.

Course Number:

bs_acs02_a04_enus

ITIL 4 Foundation: The Service Value System

Overview/Description:

Explore the definition, inputs, outcome, and components of the ITIL 4 Service Value System.

Course Number:

it_acs04_04_enus

ITIL Service Operation Processes

Overview/Description:

As part of their IT service management, organizations need to effectively coordinate, manage, and control their day-to-day operations. The service operation stage of the ITIL service lifecycle provides best practices for doing so, and needs to integrated in the service design from day one.
In this course you’ll learn about the key processes of IT service operation, including the scope, principles, and steps of the incident management process. You’ll also learn about problem management, including best practices for detecting, logging, categorizing, and investigating problems. This course also covers the event management process, request fulfillment processes, and access management. This course is one of a series in the learning path that covers the objectives for the ITIL Foundation Certificate in IT Service Management (ITSM). ITIL is a registered trade mark of AXELOS Limited. Used under license of AXELOS Limited. All rights reserved.

Course Number:

bs_acs01_a08_enus

ITIL 4 Foundation: General Management Practices

Overview/Description:

Discover the purpose of ITIL practices, recall key terminology, and explore several key practices in detail.

Course Number:

it_acs04_07_enus

Overview of the ITIL Service Lifecycle

Overview/Description:

Organizations that provide an IT service to internal or external customers need to have strong service management capabilities and good practices to ensure that this service is effective.
In this course, you’ll learn about the ITIL framework, including its benefits and role in IT service management (ITSM) and service design. This course also covers the stages, purpose, scope, and value of the ITIL service lifecycle. This course is one of a series in the learning path that covers the objectives for the ITIL Foundation Certificate in IT Service Management. ITIL is a registered trade mark of AXELOS Limited. Used under license of AXELOS Limited. All rights reserved.

Course Number:

bs_acs01_a01_enus

ITIL Service Design Processes

Overview/Description:

Effective IT service solutions must be designed to meet all IT service provider and customer needs.
In this course you’ll learn about the processes in the service design stage of the ITIL service lifecycle including their purpose, expected benefits, scope, and key activities. This course also covers the service management roles involved in service design processes and their key responsibilities. This course is one of a series in the learning path that covers the objectives for the ITIL Foundation Certificate in IT Service Management (ITSM). ITIL is a registered trade mark of AXELOS Limited. Used under license of AXELOS Limited. All rights reserved.

Course Number:

bs_acs01_a05_enus

ITIL 4 Foundation: The Guiding Principles

Overview/Description:

Discover the seven guiding principles that embody the core messages of ITIL and of service management in general.

Course Number:

it_acs04_06_enus

Expert Insights on Call Center Operations Management

Overview/Description:

Call centers have long been ground zero for customer complaints, so employees need the best customer service training possible. Top-notch training reduces turnover and increases the effectiveness of employees in customer service operations.

Course Number:

bs_ldccs_02_enus

Polishing Your Skills for Excellent Customer Service

Overview/Description:

As a customer service representative (CSR), creating a support culture that focuses on your customers’ needs is key.
In this course, you’ll learn how to enhance your interactions with customers to project service excellence. You’ll explore how to establish effective customer relationships that involve customers in problem solving. Finally, you’ll discover how to improve communication for a better client service (CS) in a cross-cultural customer support center or help desk environment.

Course Number:

bs_acs02_a05_enus

ITIL 4 Foundation: Introduction

Overview/Description:

Explore the new aspects of version 4 of ITIL, the modified future path to ITIL Master, and characteristics of the ITIL Foundation exam.

Course Number:

it_acs04_01_enus

Communicating Effectively with Customers

Overview/Description:

Effectively communicating with customers is essential to the success of any customer-oriented business. Adapting to the different communication styles and emotions of customers will help you build customer relationships through better customer conversations. Improving conversations with customers enables an efficient, high quality client service (CS).
This course explains how to adapt to the different communication types and identify the common emotions that customers experience when contacting a support center. It also explains how to adapt your writing skills to communicate through e-mail and to document incidents.

Course Number:

bs_acs02_a02_enus

Rapport Building in Customer Service

Overview/Description:

Strong customer relationships are key to projecting service excellence. Building rapport is essential and requires knowing your customers, understanding their situations, and providing an empathetic ear for them to voice their concerns.
In this course, you’ll learn how to improve client service (CS) by building rapport with customers. It covers paying close attention to customer needs, connecting with the customer, and being positive. You’ll also learn how to empathize with customers by relating your own experiences, reflecting their emotions back to them, and normalizing their difficulties.

Course Number:

bs_acs03_a01_enus

ITIL Continual Service Improvement

Overview/Description:

Organizations striving for long-term sustainability need to be able to build upon and improve services throughout their lifecycle. The Continual Service Improvement (CSI) stage of the ITIL Service Lifecycle provides IT organizations the tools and processes necessary to continually improve their service management.
In this course you’ll learn key considerations and best practices for continual service improvement activities and service design. You’ll also learn about the CSI register, and what information it should include for an effective IT service. This course also covers the purpose and seven steps in the CSI process, including key activities that you perform. This course is one of a series in the learning path that covers the objectives for the ITIL Foundation Certificate in IT Service Management (ITSM). ITIL is a registered trade mark of AXELOS Limited. Used under license of AXELOS Limited. All rights reserved.

Course Number:

bs_acs01_a09_enus

Providing Effective Internal Customer Service

Overview/Description:

When you do things to help other people within your company do their jobs better, you are providing internal customer service. The quality of that service often has a huge impact on the overall quality of client service (CS) delivered to external customers.
In this course, you’ll learn about types of internal customers and how to identify internal customer relationships. You’ll also learn about the importance of getting to know your internal customers, identifying their expectations of you, and taking action on those expectations. Finally, you’ll learn guidelines for providing internal customer service excellence.

Course Number:

bs_acs03_a04_enus

ITIL 4 Foundation: The Service Value Chain

Overview/Description:

Discover the central element of the Service Value System – the Service Value Chain. Explore this operating model that outlines the key activities required to realize value.

Course Number:

it_acs04_05_enus

Customer Service: Adapting to Your Customer’s Cues

Overview/Description:

The ability to support a customer is keenly enhanced by a greater understanding of the customer’s mood, communication style, and knowledge of the product or service in question. From the first moments of interaction, the customer will be giving cues in each of these areas. Interaction with customers requires planning, active listening, and a conscious effort to adjust your communication and support approach based on your customer’s cues. In this course, you’ll learn how to recognize and read customer cues, and how to use them to adapt your support strategy to each individual customer. You’ll also explore how to overcome common pitfalls customer service agents face in assessing their customer’s cues.
This course was developed with subject matter provided by NueBridge (www.nuebridge.com) which has extensive expertise in customer experience and management across multiple industries around the world.

Course Number:

bs_acs06_a01_enus

Facing Confrontation in Customer Service

Overview/Description:

Achieving service excellence is very challenging when dealing with angry customers. By following a few simple techniques to avoid confrontation, you can manage difficult customer relationships and project a high-quality client service (CS).
In this course, you’ll learn about typical trouble spots in dealing with angry customers and guidelines for avoiding conflict. You’ll also learn how to handle a customer complaint by defusing the tension, investigating the problem, and coming to an agreement on a solution.

Course Number:

bs_acs03_a05_enus

ITIL Service Strategy Concepts

Overview/Description:

It’s critical for IT service providers to regularly evaluate and optimize their service design in light of their strategic goals. Service Strategy is a stage of the ITIL Service Lifecycle that helps IT organizations create value for their organizations through their service management and assets.
In this course you’ll learn about fundamental service strategy concepts like internal and external services, and stakeholder groups. This course also covers service automation, strategy management, and service portfolio management. This course is one of a series in the learning path that covers the objectives for the ITIL Foundation Certificate in IT Service Management (ITSM). ITIL is a registered trade mark of AXELOS Limited. Used under license of AXELOS Limited. All rights reserved.

Course Number:

bs_acs01_a02_enus

ITIL Service Transition Concepts and Processes

Overview/Description:

After planning and completing your service design, you must next transition the IT service into the live environment – a key step towards valued IT service management.
In this course you’ll learn about the service transition stage of the ITIL service lifecycle, including service transition scope and policies. This course also covers the key processes of service transition, including best practices and key activities for release and deployment, knowledge management, transition planning and support, validation and testing, and change management procedures. This course is one of a series in the learning path that covers the objectives for the ITIL Foundation Certificate in IT Service Management (ITSM). ITIL is a registered trade mark of AXELOS Limited. Used under license of AXELOS Limited. All rights reserved.

Course Number:

bs_acs01_a06_enus

Controlling Conflict Stress and Time in Customer Service

Overview/Description:

Working at a customer support center or help desk environment can be challenging. Customers can sometimes be demanding and unreasonable, leading to conflict and stress. The customer service representative (CSR) who aims for service excellence can improve customer relationships by understanding the emotional needs of each customer and adapting to how they communicate.
In this course, you’ll learn how to identify and resolve conflict, negotiate with customers, and develop strategies to better manage time and stress, and you’ll explore how a positive approach and attitude can benefit client service (CS).

Course Number:

bs_acs02_a03_enus

ITIL 4 Foundation: Key Concepts of Service Management

Overview/Description:

Discover the relationship between value and stakeholders, and examine various roles, key concepts, relationships, and the definitions of utility and warranty.

Course Number:

it_acs04_02_enus

Interacting with Customers

Overview/Description:

Effectively communicating with customers increases customer satisfaction and projects service excellence.
This course provides valuable advice on how to improve client service (CS) by building customer relationships with better customer conversations. It covers how to improve conversations with customers by speaking effectively, using vocal cues, listening actively, and using paraphrasing to convey your understanding of the customer’s needs.

Course Number:

bs_acs02_a01_enus

ITIL Service Strategy Processes

Overview/Description:

A well-executed service design strategy that encompasses proper demand management, financial service management, and customer relationship management results in both customers and IT service providers achieving their goals.
In this course you’ll learn about the demand management process, including the purpose and benefits of service level packages. You’ll also learn about key financial management concepts and the importance of the business case. This course also covers the business relationship management process, including its scope and key challenges. This course is one of a series in the learning path that covers the objectives for the ITIL Foundation Certificate in IT Service Management (ITSM). ITIL is a registered trade mark of AXELOS Limited. Used under license of AXELOS Limited. All rights reserved.

Course Number:

bs_acs01_a03_enus

ITIL 4 Foundation: Key Concepts

Overview/Description:

Discover the four dimensions of IT service management (ITSM) and the external factors that influence the dimensions.

Course Number:

it_acs04_03_enus

Providing On-site Customer Service

Overview/Description:

When you meet customers on their turf, your initial meeting forms the basis of their overall impression of you, your abilities, and your company. You can enhance customer relationships by improving the impressions you make in the field using a few tried-and-true techniques.
In this course, you’ll learn about guidelines and techniques for each stage of an on-site client service (CS) visit: preparation, arrival, service, wrap up, and follow up. You’ll also learn how to project service excellence by making a good impression in the field, through starting on a positive note, setting clear expectations, listening actively, and working to improve customer understanding.

Course Number:

bs_acs03_a02_enus

Expert Insights on Essential Customer Service Skills

Overview/Description:

When you leave customer service to chance, you put your business at risk. Teach employees the critical skills they need to develop relationships with customers and empower them to delight and surprise customers at every opportunity.

Course Number:

bs_ldccs_03_enus

Designing a Customer Service Strategy

Overview/Description:

There are several defining moments, or moments of truth, that can make or break every service transaction. To successfully navigate these moments of truth in customer relationships, it’s important for service organizations to add value to a customer’s experience by creating and implementing strong, clearly defined client service (CS) standards.
In this course, you’ll learn about techniques used to shape the direction of customer service in an organization, including mapping, researching, taking action on, and evaluating moments of truth. You’ll also learn how to develop and implement a customer service strategy to achieve service excellence.

Course Number:

bs_acs03_a06_enus

Customer Service: Interpreting Customers’ Service Priorities

Overview/Description:

CSRs who can identify their customers’ priorities are able to make the best decisions on how to serve the customer. A customer’s priorities may be both explicit (stated clearly or obvious) and implicit (unsaid or unexpected). Understanding the scope and interdependence of these priorities allows you to better address each customer’s implicit needs and help you deliver a higher level of service.
In this course, you’ll learn to distinguish customer priorities as either explicit or implicit, and to describe how speed influences customer perception. You’ll also learn strategies to decrease the amount of effort the customer has to expend in getting issues resolved, methods to demonstrate your presence for customers in service interactions, and strategies to help you balance priorities during a customer service interaction.
This course was developed with subject matter provided by NueBridge (www.nuebridge.com) which has extensive expertise in customer experience and management across multiple industries around the world.

Course Number:

bs_acs06_a02_enus

ITIL Service Design Concepts

Overview/Description:

Aligning an IT service with business objectives and needs is critical for effective IT service management (ITSM), and the service design specifications to provide these IT services must be well-planned to ensure this vital alignment.
In this course you’ll learn about the key concepts of the service design stage of the ITIL service life cycle, including the five aspects of service design. This course also covers service solution considerations, elements of architectural design, and enterprise architecture components and roles. Finally, you’ll be introduced to process design, including the elements of a process, types of metrics, and the benefits of metrics trees. This course is one of a series in the learning path that covers the objectives for the ITIL Foundation Certificate in IT Service Management. ITIL is a registered trade mark of AXELOS Limited. Used under license of AXELOS Limited. All rights reserved.

Course Number:

bs_acs01_a04_enus

ITIL Service Operation Concepts

Overview/Description:

An IT service only achieves it true value when the planned and expected benefits of the service design are realized. Service operation is the stage of the ITIL service life cycle in which the service management and delivery is carried out at the agreed levels to business users and customers.
In this course, you’ll be introduced to the service operation stage of the ITIL service life cycle, including its purpose, benefits, and scope. You’ll also learn about the effective communication techniques necessary during service operation activities. This course also covers the four key service operations functions including the service desk, technical management, IT operations management, and application management. This course is one of a series in the learning path that covers the objectives for the ITIL Foundation Certificate in IT Service Management (ITSM). ITIL is a registered trade mark of AXELOS Limited. Used under license of AXELOS Limited. All rights reserved.

Course Number:

bs_acs01_a07_enus

Expert Insights on Customer Relationships

Overview/Description:

Customer service is not about service; it’s about relationships. Like fruitful vegetable gardens, these relationships require constant nurturing. Start growing relationships that exceed customers’ needs and desires, and make them blossom.

Course Number:

bs_ldccs_01_enus

ITIL 4 Foundation: Service Management Practices (Part 2)

Overview/Description:

Explore the purpose of eight of the fifteen service management practices relating to release, service configuration, service continuity, service desk, service level, service request, deployment, and continual improvement.

Course Number:

it_acs04_09_enus

ITIL 4 Foundation: Service Management Practices (Part 1)

Overview/Description:

Examine the purpose of seven of the fifteen ITIL Foundation service management practices relating to availability, capacity and performance, change control, incident, IT asset, monitoring, event, and problem management.

Course Number:

it_acs04_08_enus

Providing Telephone Customer Service

Overview/Description:

When you’re providing customer service over the phone, without face-to-face interaction, it can be challenging to establish the right customer relationships. There are many techniques that can help you consistently deliver service excellence over the telephone.
In this course, you’ll learn basic etiquette tips for answering, managing, and ending client service (CS) calls. You’ll also learn how to make a good impression by listening, using questions to probe for more information, minding your tone, and empathizing with the customer. Finally, you’ll learn ways of reflecting or adapting to your customer’s style.

Course Number:

bs_acs03_a03_enus