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Customer Oriented Selling
"What is Customer-Oriented Selling?"

Customer-Oriented Selling (COS) is the most comprehensive and flexible sales development program available in the marketplace today. Your sales force will learn how to build successful business relationships by helping customers achieve both their business and personal objectives.

 
                                    Supervision

Dealing with Difficult Customers
This interactive online skill builder will provide you with techniques for dealing with difficult customer situations. Your role as a customer service professional offers many rewards and satisfactions. But there are many frustrations inherent in the job. During this training, you will learn general guidelines for dealing with difficult customer situations, two techniques for dealing with customers in such situations: calming and focusing, and then practicing what you have learned.
 
Delivering Customer Focused Service
This interactive online skill builder allows for the analyzing of the skills and strategies used every day on the job, to identify techniques performed well, and develop ways to do even better. During this training, you will learn the guidelines for delivering customer focused service including understanding your role as a professional, the essential skills of communication – listening, questioning, verifying, explaining, and a four-step customer service model.
 
Winning Through Customer Service
While winning customers may be hard, keeping them is even harder. So what do customers really want?
 
Leadership Essentials

                                                                                                                                                                                                                                                Leadership PLUS

Coaching Job Skills
"I do a lot to motivate the team to meet our department's quarterly targets. But is that really job-focused coaching?"
 
Communicating Up
In terms of technology, the communication process has never been easier or better. The world is linked electronically for instant access.

Yet communications - direct communications between people - are still a major problem facing team leaders and probably always will be.

 
Delegating
"When I delegate projects to my team, I don't always get the results I want. Isn't it easier to just do it myself?"
 
Developing Performance Goals and Standards
Developing Performance Goals is a planning process because all good team leaders work to a plan, and they make sure those who work with them have a solid understanding of that plan.
 
Effective Discipline
"I used to be a member of this team. Now I'm the manager. Do I really have to discipline the non-performers?"
 
Essential Skills of Communicating
"He was one of our top performers. Everyone loved working with him. So why is he failing as a manager?"
 
Essential Skills of Leadership
"We were voted one of the top 100 companies to work for. So why are my best people still leaving?"
 
Improving Work Habits
"I have a smart, young team, and some of them are new to the work environment. How do I cover some of the organization's rules and regulations without quoting the entire HR Policy Manual?"
 
Managing Complaints
How do you deal with team member complaints? Do you ignore them? Avoid them? Overreact to them? Or do you treat them as a way to solidify the team and improve team member self-esteem? Your own perception is not as important as the team member’s view of the problem. What may seem trivial to you could be very serious to the team member. So, all complaints must be treated with fairness and dignity.
 
Providing Performance Feedback
Performance assessment is an important part of your efforts as a team leader. Regardless of a person's confidence or self-esteem, everyone needs feedback.
 
Resolving Conflicts
"I've got great people on this team. They just don't always get along. Sometimes I feel more like a referee than a manager."
 
Supporting Change
"Reorganization, new business strategies, new management. How can my department stay focused on the customer with all this change?"
 
                                                                                                                                                                        
Effective Retention

COMING SOON

 
Hiring Winning Talent
“Why do we still end up with hires that don't perform or fit in? There must be a better way.”
 
Integrity Matters
COMING SOON
 
    Leading Successful Projects
    “I'm expected to manage different teams on projects that are important and have a lot of visibility. I have to focus each team, meet deadlines, and come in on budget. What process do I follow to pull it all together?”
     
    Motivating Team Members
    "Why can't I seem to motivate my team members?"
     
      Solving Workplace Problems
      COMING SOON
       
        Using Financial Data
        COMING SOON
         
           
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