How customer service workers dress and behave often says more to the customer then the words these workers actually use. Sensing people’s needs through nonverbal communication is important because valuable information can be gained about a customer’s state of mind by paying attention to what you see and hear. Customer service workers who learn how to present themselves in a positive, professional light are much more likely to successfully meet the customer’s needs, which can result in exceptional customer service. This course discusses how dress, manners, and nonverbal communications impact the customer service experience. It is intended for a general business audience.
Besides negotiating organizational structures, today’s manager needs to understand how to use various organizational processes to achieve results. This course discusses how companies can be organized, internally and externally, to ensure a more effective organizational process
Each company has its own unique business objectives, but they all share a common need to measure customer satisfaction if they want to meet this objective. This course discusses ways to measure satisfaction, which in turn helps companies deliver exceptional customer service.
Operations management is the process of managing the daily production of goods and services, a key part of a manager's job. Organizations depend on both the quality of its products and services and on productivity. Productivity is a measure of performance that indicates how many inputs it takes to create an output, and is measured as either partial productivity or multi-factor productivity. Quality is a product or service free of deficiencies; it can also be defined as the characteristics of a product or service that satisfies customer needs. Quality standards include ISO 9000, The Baldrige National Quality Award, and Total Quality Management.
Operations management is the process of managing the daily production of goods and services, a key part of a manager's job. The management of service operations and product operations is quite different. A key assumption in the service industry is that success depends on how well its employees deliver their services to customers. Manufacturing operations can be classified according to the amount of processing or assembly that occurs after a customer order is received. Another way to categorize manufacturing operations is by manufacturing flexibility. Managers have a lot of responsibilities: leading people, serving customers, maintaining internal controls, satisfying stakeholders, and driving profitability.
The performance appraisal is a tool used by managers to assess employee work performance. Effective performance appraisals are not treated as a formality or routine, but are rather viewed as a systematic, formal approach to assess an individual’s job performance. After writing an appraisal, managers should deliver it to their employees in a way that recognizes the worker’s efforts towards reaching company goals while offering advice to help the worker do even better in the future. Companies use performance appraisals to make important decisions that impact both individuals and the entire organization. This course discusses the role managers’ play in the performance appraisal process, discusses ways to measure job performance, and describes how to delivering performance feedback.
A big part of the customer service provider’s job is to fix problems. Effective problem solving by customer service representatives is a highly regarded ability. Customer service representatives who are considered especially good problem solvers are systematic, analytical, and have first-rate interpersonal skills. These skills don’t happen on accident, though; they happen when customer service workers to follow a structured problem solving process. Problems create stress in the individual experiencing them, so learning to cope with stress is part of the problem-solving process. This course discusses how to resolve customer-related problems. It is designed for a general business audience.
Organizational behavior is the study of how people interact in the workplace and how this interaction affects the organization. Managers are a key component within an organization and greatly impact internal interactions. They are the people who most directly influence the behavior of employees—whether through motivation, rewards, mentoring, or discipline. Managers need to be good at planning, organizing, leading, and controlling, but they also need good interpersonal skills. How managers get along with their employees can have a big impact on how those employees do their jobs. If management provides a supportive work environment and employees feel valued and respected, they will be more content and more productive.
Management is a part of every company and organization. This course will define management and describe the four principles of management.
Many seeds of today’s management practices are found throughout history. This course discusses some of the major theories that have led to today’s management practices.
The ability to speak confidently and convincingly in public is a valuable skill to have in both the business world and private life. In fact, the top things employers seek in a new hire are good verbal and written communication skills. Many people experience stress when they have to speak in public, but planning for success and building structure around the speaking engagement increases self-confidence and reduces speaking anxiety. This course discusses public speaking and presentations and gives a step-by-step process for creating a speech for any occasion.
Companies that want to succeed over the long-term need to understand strategic management. The process itself is straightforward: identify the company’s mission and goals, perform both internal and external analyses of the company, decide what actions need to be taken, take the required actions, and evaluate the results of those actions. Different organizational strategies can help companies through the process. Companies need to choose the strategies that best fit their needs and be willing to adapt if necessary. Strategic management gives managers a road map that shows where problems are and where they might develop. Armed with practical information, managers can prepare for changes and know how to accommodate those changes when they arrive.