| Customer Relationship Management (CRM) - Updated Version |
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Introduction to Customer Relationship Management (CRM) |
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00:22:00 |
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CRM Fundamentals |
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00:24:00 |
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CRM Strategies |
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00:33:00 |
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Data Analysis in CRM |
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00:28:00 |
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CRM Databases |
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00:21:00 |
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Deepening Customer Relationship |
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00:23:00 |
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Handling Customer Complaints |
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00:22:00 |
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Future of CRM |
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00:25:00 |
| Assignment |
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Assignment – Customer Relationship Management (CRM) |
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00:00:00 |
| Customer Relationship Management (CRM) - Old Version |
| ***Customer Service Training*** |
| Understanding Customer Service |
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Understanding Customer Service |
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00:17:00 |
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Identifying Customer Expectations |
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00:06:00 |
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Providing Excellent Customer Service |
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00:07:00 |
| Focusing on the Customer |
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Focusing on the Customer |
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00:08:00 |
| Customer Service and the Telephone |
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Customer Service and the Telephone |
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00:08:00 |
| Handling Complaints |
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Handling Complaints |
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00:12:00 |
| Enduring Stress |
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Enduring Stress |
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00:13:00 |
| Business Communication |
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Identifying Basic Communication Techniques |
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00:09:00 |
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Formal and Informal Communication |
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00:02:00 |
| Verbal and Non-verbal Communication |
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Describing Verbal and Non-verbal Communication |
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00:04:00 |
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Understanding Body Language |
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00:05:00 |
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Making Effective Presentations |
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00:10:00 |
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Fundamentals of Productive Meetings |
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00:08:00 |
| Written Communication |
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Written Communication |
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00:13:00 |
| Electronic Communication |
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Electronic Communication |
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00:19:00 |
| Communicating with Graphics |
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Creating Graphics for Business Communication |
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00:04:00 |
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Communicating Static Information |
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00:03:00 |
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Communicating Dynamic Information |
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00:03:00 |
| Effectively Working for Your Boss |
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Representing Your Boss |
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00:06:00 |
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Communicating Your Boss’s Decisions |
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00:03:00 |
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Supporting Your Boss and Colleagues |
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00:04:00 |
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Building a Partnership with Your Boss |
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00:13:00 |
| Identifying Goals |
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Identifying Goals |
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00:10:00 |
| Effective Energy Distribution |
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Energy Distribution |
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00:09:00 |
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Time Logs |
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00:11:00 |
| Working with Your Personal Style |
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Personal World View |
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00:10:00 |
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Strengths |
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00:09:00 |
| Building Your Toolbox |
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A Building Your Toolbox |
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00:10:00 |
| Establishing Your Action Plan |
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Establishing Your Action Plan |
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00:11:00 |
| Getting Started with Word |
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Navigate in Microsoft Word |
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00:12:00 |
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Create and Save Word Documents |
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00:24:00 |
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Manage Your Workspace |
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00:06:00 |
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Edit Documents |
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00:16:00 |
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Preview and Print Documents |
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00:04:00 |
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Customize the Word Environment |
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00:08:00 |
| Formatting Text and Paragraphs |
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Apply Character Formatting |
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00:17:00 |
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Control Paragraph Layout |
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00:19:00 |
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Align Text Using Tabs |
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00:07:00 |
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Display Text in Bulleted or Numbered Lists |
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00:03:00 |
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Apply Borders and Shading |
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00:04:00 |
| Working More Efficiently |
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Make Repetitive Edits |
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00:06:00 |
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Apply Repetitive Formatting |
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00:10:00 |
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Use Styles to Streamline Repetitive Formatting Tasks |
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00:14:00 |
| Managing Lists |
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Sort a List |
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00:05:00 |
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Format a List |
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00:06:00 |
| Adding Tables |
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Insert a Table |
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00:07:00 |
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Modify a Table |
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00:06:00 |
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Format a Table |
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00:03:00 |
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Convert Text to a Table |
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00:04:00 |
| Inserting Graphic Objects |
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Insert Symbols and Special Characters |
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00:04:00 |
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Add Images to a Document |
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00:11:00 |
| Controlling Page Appearance |
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Apply a Page Border and Color |
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00:03:00 |
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Add Headers and Footers |
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00:06:00 |
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Control Page Layout |
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00:05:00 |
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Add a Watermark |
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00:04:00 |
| Preparing to Publish a Document |
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Check Spelling Grammar and Readability |
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00:07:00 |
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Use Research Tools |
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00:06:00 |
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Check Accessibility |
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00:03:00 |
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Save a Document to Other Formats |
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00:04:00 |
| Getting Started with Microsoft Office Excel 2016 |
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Navigate the Excel User Interface |
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00:28:00 |
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Use Excel Commands |
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00:10:00 |
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Create and Save a Basic Workbook |
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00:19:00 |
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Enter Cell Data |
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00:12:00 |
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Use Excel Help |
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00:05:00 |
| Performing Calculations |
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Create Worksheet Formulas |
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00:15:00 |
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Insert Functions |
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00:17:00 |
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Reuse Formulas and Functions |
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00:17:00 |
| Modifying a Worksheet |
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Insert, Delete, and Adjust Cells, Columns, and Rows |
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00:10:00 |
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Search for and Replace Data |
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00:12:00 |
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Use Proofing and Research Tools |
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00:07:00 |
| Formatting a Worksheet |
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Apply Text Formats |
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00:16:00 |
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Apply Number Format |
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00:08:00 |
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Align Cell Contents |
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00:10:00 |
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Apply Styles and Themes |
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00:12:00 |
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Apply Basic Conditional Formatting |
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00:11:00 |
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Create and Use Templates |
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00:08:00 |
| Printing Workbooks |
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Preview and Print a Workbook |
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00:10:00 |
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Set Up the Page Layout |
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00:09:00 |
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Configure Headers and Footers |
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00:07:00 |
| Managing Workbooks |
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Manage Worksheets |
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00:05:00 |
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Manage Workbook and Worksheet Views |
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00:07:00 |
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Manage Workbook Properties |
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00:06:00 |
| ***Certificate in Handling a Difficult Customer*** |
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Getting Started |
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00:05:00 |
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The Right Attitude Starts with You |
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00:25:00 |
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Stress Management (Internal Stressors) |
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00:35:00 |
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Stress Management (External Stressors) |
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00:25:00 |
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Transactional Analysis |
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00:25:00 |
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Why are Some Customers Difficult |
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00:25:00 |
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Dealing with the Customer Over the Phone |
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00:35:00 |
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Dealing with the Customer In Person |
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00:25:00 |
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Sensitivity in Dealing with Customers |
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00:30:00 |
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Scenarios of Dealing with a Difficult Customer |
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00:15:00 |
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Following up With a Customer Once You Have Addressed Their Issue |
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00:12:00 |
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Wrapping Up |
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00:07:00 |
| ***Retail Customer Service Diploma*** |
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Introduction To Retail Customer Service |
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00:15:00 |
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Understanding Customer Expectations |
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00:10:00 |
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Customer Value And Satisfaction |
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00:15:00 |
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Customer Service And Customer Satisfaction In Retailing |
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00:10:00 |
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Importance of measuring customer satisfaction |
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00:20:00 |
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Strategic Management |
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00:30:00 |
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Types of Decision making Process |
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00:15:00 |
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Provide Customer Service Excellence To The External Customer |
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00:30:00 |
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Provide Customer Service Excellence To The Internal Customer |
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00:10:00 |
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Standards of Performance |
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00:30:00 |
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The Retail Marketing Mix |
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00:30:00 |
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Levels Of Customer Satisfaction |
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00:15:00 |
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Brand Loyalty |
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00:15:00 |
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Customer Satisfaction Questionnaire |
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00:15:00 |
