Search eLearning Library for: Customer Service

Our interactive eLearning courses are designed to meet the growing training needs of your organization and your employees. Whether you have 100 or 100,000 employees, we have a learning solution for you. eLearning courses are licensed separately from the Training Content Library.

Course pricing is based on the total number of learners for the chosen license period (1-3 years). There are volume as well as multi-year discounts available. Library licensees receive a discount on any eLearning course licensed. Please contact us for more information.

 
Course Families Include:

Signature 116 courses

TrainingBriefs® 393 courses

LearningBytes® 133 courses

Advantage 32 courses

Advantage Plus 6 courses

Safety Classics 105 courses

SafetyBytes® 221 courses

No Problem! Serving Others with Respect™ (eLearning)

YOU (the employee) make the difference in how a customer feels, not a policy, not your manager...you! The intent of this course is to show customer service staff and employees some ways of handling difficult situations so that they can effectively respond and leave the customer with a positive, memorable impression.

eLearning - Signature Personal Performance Customer Service, Communication, Professionalism, Sales & Service Foundational 40 Minutes

Exceeding Internal Customer Expectations

“Customer service” is sometimes used as a buzz phrase. We hear that great customer service, for our external customer, depends on excellent internal customer service. But what does that mean? Having satisfied customers leads to increased revenue and increased brand awareness. Having satisfied employees is the key contributor to a company’s success — especially in tough economic times.

eLearning - Signature Personal Performance Customer Service, Communication, Interpersonal Skills, Professionalism Foundational 30 Minutes

Training Briefs® The Refund

We all get frustrated sometimes, but we need to be positive and professional in our interactions with our customers. Taking out our frustrations on a customer could cause them to seek services from a competitor instead. As a leader in the organization, we need to make sure we are offering all of our customers the best experience possible. Without our customers, we wouldn’t have a business.

eLearning - TrainingBriefs® Leadership Customer Service, Interpersonal Skills, Effective Leadership, Successfully Leading Others, Professionalism, Respect / Respectfulness Foundational 5 Minutes

TrainingBriefs® Dealing with Angry Customers

Customers get rude or angry for a variety of reasons—some justified, some not. And it’s very likely you’ll encounter rude or angry individuals at one time or another. It’s how you respond that can make the difference between a customer who feels satisfied with the resolution and one who vows never to patronize our business again. This course explores strategies for dealing with an irate customer.

eLearning - TrainingBriefs® Personal Performance Customer Service, Learning Reinforcement, Professionalism Foundational 5 Minutes

Johnny the Bagger: A True Story of Customer Service™ (eLearning Signature)

This course focuses on how you can provide exceptional service to your customers. Exceptional service happens when it comes from the heart of each of us. And anyone, no matter who they are or what they do in the organization, can make a difference. Based on a true story, Johnny the Bagger® is designed to show an example of great customer service through the story of Johnny, the grocery bagger.

eLearning - Signature Personal Performance Customer Service, Change, Communication, Interpersonal Skills, Motivation, Professionalism Foundational 30 - 45 minutes

TrainingBriefs® There Is More We Can Do!

It's not rocket science... or is it? By treating our customers right and going above and beyond, we can create a relationship that lasts for years to come. These returning customers will choose us over any competitor if given a choice, allowing our business to grow and creating more opportunities for our employees.

eLearning - TrainingBriefs® Leadership Customer Service, Communication, Successfully Leading Others, Management, Problem Resolution, Professionalism Foundational 6 Minutes

TrainingBriefs® Behaviors to Improve Customer Service

New Micro-Learning! Great customer service means putting your heart into everything you do. It’s about making customers feel valued. It’s caring… plain and simple. We all must take an active role in creating a customer-centric workplace.

eLearning - TrainingBriefs® Personal Performance Customer Service, Interpersonal Skills, Learning Reinforcement, Professionalism, Sales & Service Foundational 5 Minutes

TrainingBriefs® Competing Customer Service Priorities

It can be overwhelming when it comes to provider the level of customer service we all want and expect. Customers deserve our undivided attention... that's a given! Being interrupted by the phone when you are dealing with a face-to-face customer can be a challenge if you don’t know the steps to take.

eLearning - TrainingBriefs® Personal Performance Customer Service, Learning Reinforcement, Sales & Service Foundational 5 Minutes

TrainingBriefs® Coworkers Are Customers, Too!

When it comes to customer service during the workday, it’s best to remember that we are ALL responsible for customer service. Our internal customers – members of our department or other departments – are just as important as our external customers.

eLearning - TrainingBriefs® Personal Performance Customer Service, Communication, Learning Reinforcement, Professionalism Foundational 5 Minutes

TrainingBriefs® Creating a Positive Customer Experience

New Micro-Learning! Creating a positive customer experience requires flexibility. To gain and maintain customer loyalty, you must focus on active listening, demonstrate a positive attitude and be ready to solve problems.

eLearning - TrainingBriefs® Personal Performance Customer Service, Learning Reinforcement Foundational 5 Minutes

TrainingBriefs® Diffusing Customer Emotions

You're on the phone with a frustrated and (rightfully so) angry customer. They have had it and want to talk to a manager... what do you do? Calming a frustrated customer requires strong interpersonal skills. First you must be a good listener with the rapport building skills and empathy necessary to influence others. Next you must be a proactive problem-solver. Last, but definitely not least, you must maintain a positive attitude.

eLearning - TrainingBriefs® Personal Performance Customer Service, Communication, Professionalism, Sales & Service Foundational 5 Minutes

TrainingBriefs® Serving the Customer

New Micro-Learning! Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won't be profitable for long.

eLearning - TrainingBriefs® Personal Performance Customer Service, Communication, Interpersonal Skills Intermediate 5 Minutes

TrainingBriefs® The Angry Customer

When it comes to serving customers or clients, you will eventually experience a situation in which one or more are not happy. It's how you react in those types of situations that impacts the perception the customer has about the level of service they are experiencing.

eLearning - TrainingBriefs® Personal Performance Customer Service, Learning Reinforcement, Professionalism Foundational 6 Minutes

Got Performance?® Handling Interruptions with a Smile

Customers deserve our undivided attention. However, sometimes it’s hard to balance multiple interruptions and give each customer the attention he or she deserves. By completing this course, you will benefit from increased job satisfaction, stress reduction, and more efficient customer service.

eLearning - LearningBytes® Personal Performance Customer Service, Communication, Interpersonal Skills, Professionalism Foundational 13 Minutes

Got Performance?® Think Like a Customer

Great customer service means putting your heart into everything you do. It’s about making customers feel valued. It’s caring plain and simple. The only thing that counts is what the customer thinks. After completing this course, you will be able to identify the importance of customer service and choose behaviors to improve customer service

eLearning - LearningBytes® Leadership, Personal Performance Sales & Service, Communication, Customer Service, Interpersonal Skills Foundational 10 Minutes

Got Sales?™ Product and Solution Understanding

Product and solution understanding is the broad and deep knowledge of common product or service problems and their associated solutions, including competitive alternatives. It also includes understanding how customers use your solutions within a variety of applications.

eLearning - LearningBytes® Personal Performance Sales, Customer Service, Sales & Service Foundational 20 Minutes

TrainingBriefs® What Language Is That?

New Micro-Learning! While it can be frustrating not being able to communicate easily, the reality is that everyone in the world has an accent. We only notice it when we are speaking with people who don’t share our native language. For customers who are speaking in a language that is not their native tongue, it can be extremely frustrating for them and getting upset with them won’t help the situation.

eLearning - TrainingBriefs® Diversity, Equity, Inclusion & Belonging Diversity Dynamics, Customer Service, Inclusion / Equity / Belonging, Professionalism, Respect / Respectfulness Foundational 5 Minutes

Got Performance?® Co-Workers Are Your Customers, Too!

Most of us work with coworkers each and every day. We depend on our coworkers to get things done, and they depend on us. The same is true when it comes to working across departments; every person we deal with – whether it is face-to-face, over the phone, or via email – is a person who helps get things done for our organization. In this sense, our coworkers are our customers, too – our internal customers. By the end of this course, you will be able to identify ways to positively impact and support internal customers.

eLearning - LearningBytes® Personal Performance Customer Service, Communication, Interpersonal Skills, Professionalism Foundational 12 Minutes

Got Performance?® Diffusing Customer Emotions

This course focuses on a positive and helpful attitude in dealing with frustrated customers. You will learn that empathizing with the customer and maintaining a positive attitude are two of the most important tools at your disposal in creating a positive customer experience. By completing this module, you will benefit from a better job, more sleep and better numbers (if selling).

eLearning - LearningBytes® Personal Performance Customer Service, Communication, Interpersonal Skills, Sales & Service Intermediate 14 Minutes

Got Performance?® When Policies and Service Collide

As employees who serve customers, it is certain that you will experience situations in which your customer is not happy. How you react in these situations impacts the perception the customer has about the level of service he or she is experiencing. This course shares strategies for providing customer service in tricky situations, whether it be a reaction to a policy or dealing with an irate customer.

eLearning - LearningBytes® Leadership, Personal Performance Customer Service, Interpersonal Skills, Professionalism, Sales & Service Intermediate 14 Minutes

Got Sales?® Account Development

Account development is the process of creating and executing a plan to improve your organization’s market share from the customer. When appropriate, this plan may include team selling. By the end of this lesson, you will be able to identify the importance of account development and the techniques for account development.

eLearning - LearningBytes® Personal Performance Sales, Customer Service, Sales & Service Foundational 25 Minutes

Got Sales?® Customer Care

Customers are the lifeblood of the business; customers are the reason the business exists; and customers provide the revenue that pays the salaries of the people who work within your organization. Caring for customers should then seem natural, but distractions, the demands of the job, and the pressures of the day often detract from the high level of service customers have come to know and expect.

eLearning - LearningBytes® Personal Performance Customer Service, Sales, Sales & Service, Selling Foundational 25 Minutes

Got Sales?™ Value Proposition

A value proposition is the evidence a salesperson presents that demonstrates what the customer will receive exceeds the cost of the solution. Think of the value proposition as an old-fashioned scale; the benefits of the solution must outweigh the costs.

eLearning - LearningBytes® Personal Performance Sales & Service, Communication & Influencing, Customer Service, Sales, Selling Foundational 25 Minutes

Got Sales?™ Customer Business Understanding

Customer business understanding is the preparation, study, and questioning required to determine and document the unique business issues for a specific customer. This includes developing solutions tailored to the customer’s individual business requirements. understanding the nuances of the customers you serve can be challenging. The techniques in this course are designed to help you with this task.

eLearning - LearningBytes® Personal Performance Customer Service, Sales, Sales & Service Foundational 25 Minutes

Got Sales?™ Relationship Development

Good relationships allow your organization to build customer loyalty. Studies show that whenever possible, over 50% of customers avoid vendors with whom they have no relationship. Good relationships encourage customers to remain loyal and continue purchasing from you. By the end of this module, you will be able to identify the categories of customer relationships, their importance and the techniques for building them.

eLearning - LearningBytes® Personal Performance Customer Service, Sales, Sales & Service Foundational 30 Minutes

Got Sales?® Cross-Selling and Up-Selling

Cross- and up-selling offers customers additional value by exposing them to solutions they might never have considered. They are both key to the selling process. By the end of this module, you will be able to identify the difference between cross-selling and up-selling, their importance and their techniques.

eLearning - LearningBytes® Personal Performance Sales & Service, Customer Service, Sales Foundational 25 Minutes

Got Sales?™ Closing

After you’ve proposed a solution, answered any customer objections, and tied up any loose details, it’s time to ask for the order to close the sale. By the end of this course, you will be able to identify the importance of closing and the techniques to apply when closing a sale to make closing simple and non-confrontational.

eLearning - LearningBytes® Personal Performance Sales, Customer Service, Sales & Service Foundational 25 Minutes

Got Sales?™ Communication

Communication is the core one-on-one verbal and written skill a sales person must have to successfully complete customer interactions. This includes telephone, face-to-face conversation skills, and simple writing tasks such as composing an email. Listening skills are also a part of communication. By the end of this course, you will be able to identify the importance of communication, and the techniques for effective communication.

eLearning - LearningBytes® Personal Performance Communication & Influencing, Customer Service, Sales, Sales & Service Foundational 25 Minutes

Got Sales?™ Opportunity Generation

Opportunity generation is the act of creating sales opportunities for the organization’s products and services and involves identifying both the active and latent needs of the customer. Users will learn four techniques to help them with opportunity generation.

eLearning - LearningBytes® Personal Performance Sales, Customer Service, Sales & Service Foundational 20 Minutes

Got Sales?™ Outbound Telephone Selling Techniques

Outbound telephone selling is the process of using the telephone to proactively contact customers and engage in open-dialogue (non-scripted) sales conversations. By the end of this course, you will be able to identify the importance of outbound telephone selling Techniques and the techniques for outbound telephone selling.

eLearning - LearningBytes® Personal Performance Sales & Service, Customer Service, Sales Foundational 22 Minutes

Got Sales?™ Sales Opportunity Management

Sales opportunity management is the process of following up and managing the necessary activities to convert leads into closed deals. Typically, the more expensive the product, the more steps you can expect in the sales cycle. By the end of this course, you will be able to identify the importance and techniques for sales opportunity management.

eLearning - LearningBytes® Personal Performance Sales & Service, Customer Service, Sales Foundational 25 Minutes

Got Sales?™ System Proficiency

Systems proficiency is the ability to acquire data about your organization and your competitor’s products and services, document information about your customer, and enter orders. By the end of this lesson, learners will be able to identify the importance of System Proficiency and the different types of organizational systems.

eLearning - LearningBytes® Personal Performance Sales, Customer Service, Sales & Service, Selling Foundational 20 Minutes

Got Sales?™ Territory Planning

Territory planning is the process of creating the strategy and tactics necessary to deliver the required revenue and market share from a customer base. A territory may be geographic or it may consist of assigned accounts. By the end of this course, you will be able to identify the importance of territory planning and the techniques for territory planning.

eLearning - LearningBytes® Personal Performance Sales & Service, Customer Service, Sales Foundational 25 Minutes

Got Sales?™ Time Management

Time management is the act of exercising control over the amount of time invested in various activities. To effectively manage time, an individual must be conscious of the choices made throughout the course of a day. Ask anyone how he or she is doing and “I’m really busy” is a likely response. Busy, however, doesn’t equate to being effective or productive.

eLearning - LearningBytes® Personal Performance Time Management, Customer Service, Sales, Sales & Service Foundational 25 Minutes

TrainingBriefs® Kindness Matters

Traditionally, kindness has often been considered a weakness in the world of business. Everyone knows you can’t be successful climbing the corporate ladder by being touchy-feely or… even nice, right! Fortunately, being kind has nothing to do with being weak… actually… it has everything to do with strength!

eLearning - TrainingBriefs® Personal Performance Workplace Civility, Collaboration, Communication & Influencing, Culture Commitment, Customer Service, Interpersonal Skills, Learning Reinforcement, Professionalism Foundational 5 Minutes

Got Sales?™ Consultative Selling

In consultative selling, customer needs are the basis of the sales conversation. The salesperson doesn’t present product or service solutions without first making sure they address a customer need. By the end of this course, you will be able to identify the reasons you should sell consultatively and the techniques for doing so.

eLearning - LearningBytes® Personal Performance Sales & Service, Customer Service, Sales Foundational 20 Minutes

TrainingBriefs® Resolving Sales Problems

New Micro-Learning! In an ideal world, everyone - sales, support and service - would all be highly connected. Everyone would know all the details about a customer account and everything would go off without a hitch. But, as we all know, the reality is misunderstandings, mistakes and problems happen. What's important is how you handle the situation. The truth is, how you recover from a problem can be a major factor in keeping that customer's business.

eLearning - TrainingBriefs® Personal Performance Sales & Service, Communication Foundational 7 Minutes

TrainingBriefs® Team Cohesion (Diversity Moments)

New Micro-Learning! Being a successful manager requires being able to juggle numerous work priorities while keeping your balance. One of the priorities you must juggle is developing and maintaining a cohesive and productive team - easier said than done! A diverse workforce creates a diverse range of opinions, attitudes, and perspectives – and all that diversity can result in conflict, tension, and frustration leading to lost productivity – and possibly even a disruption to customer service.

eLearning - TrainingBriefs® Diversity, Equity, Inclusion & Belonging Diversity Dynamics, Interpersonal Skills, Management, Professionalism, Respect / Respectfulness Foundational 9 Minutes