| |  | | Becoming a Customer Service Star Assessment | | Everyone has a favorite customer service story, but few people can identify the specific behaviors that will result in outstanding service. With Becoming a Customer Service Star, employees and managers evaluate their behavior in 5 critical service areas, examine their attitudes about service, and learn ways to boost their customer service performance. | | |  | | Internal Customer Service Assessment | | The Internal Customer Service Assessment illustrates the real differences between internal and external service, and is is designed to help internal service providers evaluate how well they are practicing the behaviors that constitute excellent internal service. | | |  | | Knock Your Socks Off Service Assessment | | Based on best-selling Knock Your Socks Off Service® book series, this set of powerful training tools provides customer service managers and employees with valuable insight into their organization's ability to deliver world-class service — and helps them create an action plan for improvement. | | |  | | Customer Service Over The Phone - Reproducible Training | | In today's competitive environment, customer service is often the key that sets a successful company apart from others. This program ensures that your customer interactions will result in satisfied, happy customers by providing skills to manage all types of customer calls and situations. | |  | | What Customer Really Want - Reproducible Training | | What is extraordinary customer service? We have all experienced it and, most likely remembered it. In this course participants will explore the concepts and benefits of superb customer service. Individuals will learn ways of building positive rapport with various types of customers and then apply those skills in activities and exercises throughout the course. | | |  | | SkillBuilders: 50 Customer Service Activities | | Spice up your next customer service training program with SkillBuilders: 50 Customer Service Activities, a creative, engaging, and innovative collection of skill development activities. Quick and to the point, these activities deliver powerful messages to your participants — helping them to understand customer expectations and develop the skills necessary to providing quality service. | | |  | | Customer Service Activities for Training | | Encourage your customer service representatives to answer, learn about, and reflect on the key questions that will help them to deliver exceptional service. Customer Service Activities for Training is a collection of 38 activities, assessments, role plays, and action plans that address critical questions. | | | |  | | Customer Service Commitment | | The Customer Service Commitment Profile is designed to help individuals understand how much "service excellence" is offered to the customer. The level of service excellence they offer and that is offered by the organization as a whole are assessed. | | |  | | Customer Service Skills Profile | | Employees can rate themselves in seven competency areas widely considered to be critical to the ability to provide exemplary service. | | |  | | Put Customers First Simulation | | Put Customers First is a business simulation designed to help customer service representatives manage the customer experience. It is about the personal responsibility of customer service representatives and the actions they should take each time they interact with a customer. | |  | | Telephone Skills Training | | The Telephone Skills Training Manuals, consisting of two separate volumes for inbound and outbound calls, is designed to introduce, reinforce, and strengthen fundamental telephone skills for handling customer service and sales calls. | |
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| Resurse De Training
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PSIHOLOGIA VANZARILOR IN TURISM, HORECA si SERVICII - Autor & Trainer Mirela Minciu
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LEADERSHIP si MANAGEMENT: cursuri, exercitii, evaluari, kituri, resurse, teste, activitati, jocuri
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COMUNICARE: cursuri, exercitii, evaluari, kituri, resurse, teste, activitati, jocuri
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Business Games - Jocuri de invatare
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INTELIGENTA EMOTIONALA: cursuri, exercitii, evaluari, kituri, resurse, teste, activitati, jocuri
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MANAGEMENTUL CONFLICTELOR SI AL STRESULUI: cursuri, exercitii, evaluari, kituri, resurse, teste, activitati, jocuri
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DIVERSITATEA SI HARTUIREA:cursuri, exercitii, evaluari, kituri, resurse, teste, activitati, jocuri
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ACADEMIA NATO: CURSURI PENTRU MILITARI, CIVILI, PRESA, COMANDANTI, MANAGERI, OPERATIVI, INTELLIGENCE, TEHNOLOGII, INGINERI, LOGISTICA
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MANAGEMENTUL TIMPULUI: cursuri, exercitii, evaluari, kituri, resurse, teste, activitati, jocuri
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TEAM BUILDING: cursuri, exercitii, evaluari, kituri, resurse, teste, activitati, jocuri
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MANAGEMENTUL SCHIMBARII: cursuri, exercitii, evaluari, kituri, resurse, teste, activitati, jocuri
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MANAGEMENT DE PROIECT: cursuri, exercitii, evaluari, kituri, resurse, teste, activitati, jocuri
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ANALIZA, LUARE DECIZII, REZOLVARE PROBLEME: cursuri, exercitii, evaluari, kituri, resurse, teste, activitati, jocuri
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EVALUAREA SI DEZVOLTAREA PERFORMANTEI: cursuri, exercitii, evaluari, kituri, resurse, teste, activitati, jocuri
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VANZARE: cursuri, exercitii, evaluari, kituri, resurse, teste, activitati, jocuri
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DEZVOLTARE ORGANIZATIONALA: cursuri, exercitii, evaluari, kituri, resurse, teste, activitati, jocuri
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CUSTOMER SERVICE: cursuri, exercitii, evaluari, kituri, resurse, teste, activitati, jocuri
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NEGOCIERE: kituri, resurse, cursuri, teste, activitati, jocuri
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CREATIVITATE SI INOVATIE: cursuri, exercitii, evaluari, kituri, resurse, teste, activitati, jocuri
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COACHING: cursuri, exercitii, evaluari, kituri, resurse, teste, activitati, jocuri
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Evaluari de selectie, competente si instrumente HR (180, 360 grade)
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Exercitii pentru Evaluare si Training
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Simulari, Situatii, Scenarii de Business (28)
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Presa
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Arhiva Evenimente, Cursuri, Coaching
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DEKON a devenit partener HRDQ
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