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OnDemand Course: Team-Based Service: Establishing a Consistent and Positive Team Image

Team-Based Service: Establishing a Consistent and Positive Team Image

Learn a quality and effective team-based approach to better serve your customers."A rising tide raises all ships." This quote from John F. Kennedy exemplifies the power of great teamwork.

OnDemand Course: Is Escalation the Answer? Trading off Skill-Based Routing vs. Escalation to SMEs and Supervisors

Is Escalation the Answer? Trading off Skill-Based Routing vs. Escalation to SMEs and Supervisors

CSRs have to escalate due to lack of skill or authority, or occasionally because of inability to handle a customer's emotional outburst. Their need to escalate can be reduced via more skill and authority but there is a...

OnDemand Course: Delivering Exceptional Multichannel Customer Service

Delivering Exceptional Multichannel Customer Service

Increasing consumer expectations must be met with enhanced customer experiences. Learn to provide a consistent experience across all channels. Customer service today is vital in our service based economy.

OnDemand Course: Customer Service Upselling:  Best Practices to Capitalize on Every Call

Customer Service Upselling: Best Practices to Capitalize on Every Call

Turn every call into a sales opportunity with reduced turnover, positive attitudes and value-based selling initiatives.As more and more customer needs are met by self-service options, the personal interaction between a...

Available as OnDemand Course, Video, Video, Video, Video

OnDemand Course: Hiring, Training and Managing a Customer Service Agent With No Walls

Hiring, Training and Managing a Customer Service Agent With No Walls

With the ever growing popularity of virtual workforces, the way call centers recruit, train and manage customer service representatives has evolved. Attracting a customer service representative who has the skill sets to...

OnDemand Course: How to Cross Train Sales and Customer Service to Increase Revenue and Customer Satisfaction

How to Cross Train Sales and Customer Service to Increase Revenue and Customer Satisfaction

Gain an understanding of how to pair features and benefits to your customers' needs and wants. Companies have a 70% chance of selling to existing customers, while the probability of selling to a new prospect is only...

Available as OnDemand Course, MP3 Download

OnDemand Course: Creating a Service System That's Ready When Unexpected Problems Arise

Creating a Service System That's Ready When Unexpected Problems Arise

Improve the customer experience with a proactive approach. Learn how effective complaint handling gives your organization the edge. Most service systems are in a fire-fighting mode, handling problems after they occur.

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