Learn Customer Service Online provides front-line customer service professionals with observable "mission critical" skills training they need to tackle today's fast paced customer interactions. It's absolutely true that Web-based training is a cost-effective way to learn! Supervisor's coaching guide, job aid checklists and slides are included online for qualified individuals (see # 4 below).

These short courses are taught in an interactive, engaging and easy to navigate format and are offered at a very low cost. And, they meet the instructional design and interactivity certification standards set forth by the American Society for Training and Development (ASTD).

1. Mission Critical customer care skill sets taught in courses designed for both telephone and face-to-face interactions: These are self-paced courses therefore the time estimates can vary dramatically based on participant's prior knowledge.

• Telephone Etiquette (45 minutes)
• Trust & Rapport Building (45 minutes)
• Active Listening Skills (45 minutes)
• Problem Solving (60 minutes)
• Defusing Anger (60 minutes)
• Stress Control (90 minutes)
• Interpersonal Communications Strategies (90 minutes)
• Managing Customer Expectations (120 minutes)
• Business Email Etiquette (45 minutes)

Hear the presentation made to the ASTD International Conference about how the first six courses (plus Team Building) were customized for Shell and the results they achieved - including a financial return of six times the investment.

2. Observable skills that provide measurable outcomes:

• Diagnostic questions can show areas where improvement is needed
• Tests at the end of each module demonstrate knowledge gained
• Test results are e-mailed to up to three people you designate
• Skills observation checklists (Job Aids) to demonstrate transfer of knowledge and skill back on the job

3. Job Aids for each course: Participants can access and print these valuable brief checklists.

4. Coaching guide and Microsoft Power Points practice session slides with detail "how to" notes available for download online. There is no additional charge to access these support tools for qualified * individuals.

• Practice the skill sets course by course in sequence and collectively
• Use observation checklist job aids to identify areas needing improvement
• Use online coaching guide to help students achieve unprecedented results

* To qualify to access the coaching materials: You must be personally registered and complete the courses with a passing score. The students you coach must also be registered to take the courses.

5. Highly interactive and engaging course designs. Learning activities include:

• Smart Schools
• Multiple choice, fill in the blank and true/false questions
• Practice sessions
• Drag and drop
• Listen and learn
• Video clips

Note: not all courses contain all learning activities

6. Low bandwidth (and equipment requirements):

• Pentium 133 with 33 K modem is all that is needed to enjoy learning these courses
• Audio card with speakers or headset
• Macromedia "Flash" player (standard with later versions most browsers)

7. Short complete courses:

• Short target completion time per course
• Complete map for each module so you can stop midcourse and reenter at the next lesson

8. Membership Based Access:

• 12 full months access to all courses currently available
• Go in and out as often as you wish during the term of your membership for reinforcement and access to learning tips

9. Very low cost:

• $150.00 per student per year for unlimited access to all available courses
• Personal membership access may not be shared with other students
• Buy Online

Be sure to visit our new companion e-learning site for Sales Professionals: www.LearnSellingOnline.com

For information about all our products and services, please visit: www.SalesHelp.com

LearnCustomerServiceOnline.com is owned and operated by Sales Training International.

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