Overview/Description 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 support center, customer relationships are everything – and communication is king! Many customer problems are caused by communication breakdowns. This course explores how to avoid...

Overview/Description It costs a business much more to acquire a new customer than it does to retain an existing one. So it makes sense that a business must do everything it can to support and satisfy existing customers. Handling complaints effectively and efficiently can result in increased customer loyalty. Today's Customer Service Representatives (CSR) and support centers have a vital role to play in ensuring customers' needs are addressed in an effective, efficient manner. This course will familiarize the individual with the basic role of the CSR and the environment in which he performs...

Overview/Description E-mail has become the most used communications medium in corporate networks today, with this high usage, comes an ever increasing need to understand the security considerations involved and how the end user can help in making sure E-mail security is maintained. Social networking, and the use of social media websites has added another level of complexity to network security as users are able to open security holes if the wrong type of information is made public. This course examines the ethical use of E-mail, guidelines for using E-mail safely, and how to deal with issues...

Overview/Description Once you have planned the structure of a writing project, you need to plan your writing approach based on your target audience. You must take a different approach, for example, if instructing technical students how to implement a technology from the approach you would use to describe a technology's benefits to the general population. A different approach again will be appropriate if you want to explain the unique nuances of your invention to a group of peers. When you've clarified your audience, you begin writing in earnest, carefully avoiding common pitfalls such as...