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SALES And CUSTOMER FACING SKILLS

Customer Service Curriculum

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Customer Service Skills (8)
Title Type ID / DESCRIPTION
Interacting with Customers Skillsoft Course acs_02_a01_bs_enus
Communicating Effectively with Customers Skillsoft Course acs_02_a02_bs_enus
Controlling Conflict, Stress, and Time in a Customer Service Environment Skillsoft Course acs_02_a03_bs_enus
Dealing with Customer Service Incidents and Complaints Skillsoft Course acs_02_a04_bs_enus
Polishing Your Skills for Excellent Customer Service Skillsoft Course acs_02_a05_bs_enus
Listening to Your Customers Skillsoft Business Impact Series _pc_bi_spbi002
Creating a Customer-focused Organization Skillsoft Challenge Series _pc_ch_lach020
Developing Your Customer Focus Skillsoft Challenge Series _pc_ch_pach009
Essentials of Customer Service (8)
Title Type ID / DESCRIPTION
Rapport Building in Customer Service Skillsoft Course acs_03_a01_bs_enus
Providing On-site Customer Service Skillsoft Course acs_03_a02_bs_enus
Providing Telephone Customer Service Skillsoft Course acs_03_a03_bs_enus
Providing Effective Internal Customer Service Skillsoft Course acs_03_a04_bs_enus
Facing Confrontation in Customer Service Skillsoft Course acs_03_a05_bs_enus
Designing a Customer Service Strategy Skillsoft Course acs_03_a06_bs_enus
Aligning Performance to Key Indicators Skillsoft Business Impact Series _pc_bi_ctbi007
The Angry Caller: What’s Your Plan? Skillsoft Business Impact Series _pc_bi_spbi016
Frontline Call Center Skills (3)
Title Type ID / DESCRIPTION
The Importance of Call Tracking and Ticketing Skillsoft Business Impact Series _pc_bi_ctbi003
Creating an Effective On-hold Message Skillsoft Business Impact Series _pc_bi_ctbi008
Aligning Agent Behaviors with Caller Types Skillsoft Business Impact Series _pc_bi_ctbi010
Inbound Call Center Management (6)
Title Type ID / DESCRIPTION
Converting a Call Center to a Profit Center Skillsoft Business Impact Series _pc_bi_ctbi001
Managing Your Call Center More Efficiently Skillsoft Business Impact Series _pc_bi_ctbi002
Customer Service Training – The Interview and Beyond Skillsoft Business Impact Series _pc_bi_ctbi004
Disaster Recovery – Keeping the Lines Open Skillsoft Business Impact Series _pc_bi_ctbi005
Preventing Agent Absenteeism through Better Working Conditions Skillsoft Business Impact Series _pc_bi_ctbi006
Prioritizing Rewards and Recognition in Call Centers Skillsoft Business Impact Series _pc_bi_ctbi011
ITIL® 2011 Edition Intermediate Level: Operational Support & Analysis (OSA) (30)
Title Type ID / DESCRIPTION
ITIL® 2011 Edition OSA: Introduction to Operational Support and Analysis Skillsoft Course ib_iosb_a01_it_enus
ITIL® 2011 Edition OSA: Introduction to Operational Support and Analysis Skillsoft Course ib_iosb_a01_it_enus
ITIL® 2011 Edition OSA: Introduction to Event Management Skillsoft Course ib_iosb_a02_it_enus
ITIL® 2011 Edition OSA: Introduction to Event Management Skillsoft Course ib_iosb_a02_it_enus
ITIL® 2011 Edition OSA: Introduction to Incident Management Skillsoft Course ib_iosb_a03_it_enus
ITIL® 2011 Edition OSA: Introduction to Incident Management Skillsoft Course ib_iosb_a03_it_enus
ITIL® 2011 Edition OSA: Incident Management Interactions Skillsoft Course ib_iosb_a04_it_enus
ITIL® 2011 Edition OSA: Incident Management Interactions Skillsoft Course ib_iosb_a04_it_enus
ITIL® 2011 Edition OSA: Introduction to Request Fulfillment Skillsoft Course ib_iosb_a05_it_enus
ITIL® 2011 Edition OSA: Introduction to Request Fulfillment Skillsoft Course ib_iosb_a05_it_enus
ITIL® 2011 Edition OSA: Request Fulfillment Process Interfaces and Challenges Skillsoft Course ib_iosb_a06_it_enus
ITIL® 2011 Edition OSA: Request Fulfillment Process Interfaces and Challenges Skillsoft Course ib_iosb_a06_it_enus
ITIL® 2011 Edition OSA: Introduction to Problem Management Skillsoft Course ib_iosb_a07_it_enus
ITIL® 2011 Edition OSA: Introduction to Problem Management Skillsoft Course ib_iosb_a07_it_enus
ITIL® 2011 Edition OSA: Problem Management Process Interfaces and Challenges Skillsoft Course ib_iosb_a08_it_enus
ITIL® 2011 Edition OSA: Problem Management Process Interfaces and Challenges Skillsoft Course ib_iosb_a08_it_enus
ITIL® 2011 Edition OSA: Introduction to Access Management Skillsoft Course ib_iosb_a09_it_enus
ITIL® 2011 Edition OSA: Introduction to Access Management Skillsoft Course ib_iosb_a09_it_enus
ITIL® 2011 Edition OSA: Introduction to the Service Desk Skillsoft Course ib_iosb_a10_it_enus
ITIL® 2011 Edition OSA: Introduction to the Service Desk Skillsoft Course ib_iosb_a10_it_enus
ITIL® 2011 Edition OSA: Service Desk Metrics and Outsourcing Skillsoft Course ib_iosb_a11_it_enus
ITIL® 2011 Edition OSA: Service Desk Metrics and Outsourcing Skillsoft Course ib_iosb_a11_it_enus
ITIL® 2011 Edition OSA: Introduction to Functions Skillsoft Course ib_iosb_a12_it_enus
ITIL® 2011 Edition OSA: Introduction to Functions Skillsoft Course ib_iosb_a12_it_enus
ITIL® 2011 Edition OSA: Function Activities Skillsoft Course ib_iosb_a13_it_enus
ITIL® 2011 Edition OSA: Function Activities Skillsoft Course ib_iosb_a13_it_enus
ITIL® 2011 Edition OSA: Technology and Implementation Considerations Skillsoft Course ib_iosb_a14_it_enus
ITIL® 2011 Edition OSA: Technology and Implementation Considerations Skillsoft Course ib_iosb_a14_it_enus
ITIL ® Operational Support & Analysis Skillsoft Final Exams ib_iosb_a01_fe_enus
ITIL ® Operational Support & Analysis Skillsoft Final Exams ib_iosb_a01_fe_enus
ITIL® 2011 Foundation (18)
Title Type ID / DESCRIPTION
Overview of the ITIL® Service Lifecycle Skillsoft Course acs_01_a01_it_enus
Overview of the ITIL® Service Lifecycle Skillsoft Course acs_01_a01_it_enus
ITIL® Service Strategy Concepts Skillsoft Course acs_01_a02_it_enus
ITIL® Service Strategy Concepts Skillsoft Course acs_01_a02_it_enus
ITIL® Service Strategy Processes Skillsoft Course acs_01_a03_it_enus
ITIL® Service Strategy Processes Skillsoft Course acs_01_a03_it_enus
ITIL® Service Design Concepts Skillsoft Course acs_01_a04_it_enus
ITIL® Service Design Concepts Skillsoft Course acs_01_a04_it_enus
ITIL® Service Design Processes Skillsoft Course acs_01_a05_it_enus
ITIL® Service Design Processes Skillsoft Course acs_01_a05_it_enus
ITIL® Service Transition Concepts and Processes Skillsoft Course acs_01_a06_it_enus
ITIL® Service Transition Concepts and Processes Skillsoft Course acs_01_a06_it_enus
ITIL® Service Operation Concepts Skillsoft Course acs_01_a07_it_enus
ITIL® Service Operation Concepts Skillsoft Course acs_01_a07_it_enus
ITIL® Service Operation Processes Skillsoft Course acs_01_a08_it_enus
ITIL® Service Operation Processes Skillsoft Course acs_01_a08_it_enus
ITIL® Continual Service Improvement Skillsoft Course acs_01_a09_it_enus
ITIL® Continual Service Improvement Skillsoft Course acs_01_a09_it_enus