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Total 174 program(s)/course(s) available.
Support Center Services (Certificate) This course is intended to instruct the learner in the Help Desk Institute’s (HDI) basic levels of service commitments and attitude. Best practices, personal accountability, enhancing the image of the organization, and the work environment are covered.
Target Audience
Individuals interested in the Help Desk Institute’s (HDI) Customer Support Specialist (CSS) certification
E......
Establishing Team and Customer Relationships (Certificate)This course will familiarize the learner with the underlying benefits and skills needed to establish team and customer relationships. Teamwork is a critical component of a Support Center. This course looks at the individual responsibilities of each team member, as well as the team as a whole. It also addresses the role of strong leadership in building and maintaining successful teams. In a Cust......
Interacting with the Customer (Certificate)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. This course is intended to show the proper procedures and processes needed to provide effective customer service: how to properly support a customer, how to overc......
Effective Communication Skills (Certificate)Effective communication is essential to the success of any customer-oriented business. Each customer will have their own style of communication as well as an emotional response to contacting a support center. In order to effectively communicate, the Customer Support Specialist (CSS) must understand how to adapt to these different styles and emotions before the customer’s problems can be de......
Managing Conflict, Stress, and Time (Certificate)Each customer wants her problem to be the most important problem to the Customer Support Specialist (CSS). For the CSS, adapting to each customer’s communication style, understanding each customer’s emotional response, and solving each customer’s problem can be an enormously stressful and time-consuming process.
This course is intended to show the proper methods needed to resol......
Customer Service Procedures (Certificate)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. This course is intended to show the proper procedures and processes needed to provide effective customer service: how to properly support a customer, how to prov......
Managing the Quality of the Customer Support Service Center (Certificate)Customers who experience problems with your service represent a significant challenge to your company. If the support center is able to deal with incidents efficiently, your company can benefit enormously. Reputation and customer satisfaction can be restored and procedures can be established to recognize and prevent future incidents. This course examines the processes involved in incident manag......
Workforce Planning and Employment Strategies (Certificate)In order to remain competitive in the business world, organizations must ensure that they employ the right people in the right numbers at the right time. Workforce planning and employment involves the processes of planning, developing, implementing, administering, and ongoing evaluation of recruiting and hiring to ensure that the workforce will meet the organization’s strategic goals and o......
Compensation and Benefits Strategies (Certificate)The largest expenditure for organizations is often employee salaries and benefits. Developing an integrated compensation and benefits program that aligns with strategic goals is essential for HR today. This course examines how compensation and benefits programs are changing. The course looks at how the total rewards system is becoming more popular and assesses how organizations need to revisit ......
Safety, Health, and Security Strategies (Certificate)Safeguarding the health, safety, and security of employees is essential for business success and of particular concern to HR professionals. This course explains how to apply common occupational health, safety, and security guidelines and programs. It also outlines how security risk analysis can be used to avoid future emergencies. This course prepares HR professionals and management who are pre......
Employee and Labor Relations Strategies (Certificate)HR professionals develop organizational strategies to secure and develop a company’s successful and profitable operations. The employee plays a central role in such operations. As such it has become essential for HR professionals to constantly be on the lookout for strategies that allow them to develop a good working relationship between the employee and employer. This course covers strate......
Developing Employees (HRCI/PHR) (Certificate)The Human Resource Certification Institute’s (HRCI) certification examinations cover a broad range of workforce planning and employment issues, including the theories and applications of employee training and training program development. As a human resources professional, you are responsible for helping to ensure that your company’s workforce possesses the skills, knowledge and abili......
Developing Human Resources (HRCI/PHR) (Certificate)The Human Resource Certification Institute’s (HRCI) certification examinations cover a broad range of workforce planning and employment issues, including human resources development and performance management. As a human resources professional, you are responsible for helping to ensure that your company’s employees have maximized their potential for growth and development. This course......
Compensating Employees (HRCI/PHR) (Certificate)The Human Resource Certification Institute’s (HRCI) certification examinations cover a broad range of workforce planning and employment issues, including the theories and applications associated with effective compensation. As a human resources professional, you are responsible for helping to ensure that your company’s workforce possesses the skills, knowledge and abilities to meet th......
Employment Relations (HRCI/PHR) (Certificate)The Human Resource Certification Institute’s (HRCI) certification examinations cover a broad range of workforce planning and employment issues, including those affecting employee and labor relations. The HRCI certification examinations are widely recognized as the industry standard for evaluating Human Resource professionals’ competencies. The Professional in Human Resources (PHR) cer......
Sexual Harassment at Work (HRCI/PHR) (Certificate)The Human Resource Certification Institute’s (HRCI) certification examinations cover a broad range of workforce planning and employment issues, including issues related to the prevention of discrimination and harassment. The HRCI certification examinations are widely recognized as the industry standard for evaluating Human Resource professionals’ competencies. HRCI is an affiliate of ......
Non-Unionized Workplaces (HRCI/PHR) (Certificate)The Human Resource Certification Institute’s (HRCI) certification examinations cover a broad range of workforce planning and employment issues, including those affecting employee and labor relations. The HRCI certification examinations are widely recognized as the industry standard for evaluating Human Resource professional’s competencies. As a human resources professional, you are re......
Unionized Workplaces (HRCI/PHR) (Certificate)The Human Resource Certification Institute’s (HRCI) certifications, including PHR (Professional in Human Resources), cover a broad range of workforce planning and employment issues, including those affecting employee and labor relations. The HRCI certification examinations are widely recognized as the industry standard for evaluating Human Resource professionals’ competencies. HRCI is......
Health and Safety in the Workplace (HRCI/PHR) (Certificate)The Human Resource Certification Institute’s (HRCI) certification examinations, HRCI/PHR (Professional in Human Resources certification), cover a broad range of workforce planning and employment issues, including legislation affecting employee safety and health. The HRCI certification examinations are widely recognized as the industry standard for evaluating Human Resource professionals......
Risk Assessment and Prevention (HRCI/PHR) (Certificate)The Human Resource Certification Institute’s (HRCI) certification examinations cover a broad range of workforce planning and employment issues, including issues in risk assessment and prevention. The HRCI certification examinations are widely recognized as the industry standard for evaluating human resource professional’s competencies. HRCI is an affiliate of the Society for Human Res......
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