Regional Affairs Technical Competencies

In The Role of Empathy in Customer Service, you'll learn about the role that empathy plays in customer service, and how to distinguish between empathy, sympathy, and compassion when working with customers. We’ll cover the usefulness of empathy in customer service, as well as its limitations. You’ll discover how to overcome biases you may not know you have. We’ll also show you how empathy promotes stellar customer service practices.

Regional Affairs Technical Competencies

In these lessons on Customer Service Strategies for Employing Empathy, you’ll learn how customer service professionals adopt an empathetic presence for customer interactions. We’ll also cover ways to use empathetic language to foster connections. You’ll explore methods to actively listen to customers without presumption. You’ll also discover some useful tips on how to avoid empathy fatigue, and how engagement is integral for reinforcing the connection between customer and company.

Regional Affairs Technical Competencies

This module covers the fundamentals of creating a strategic plan and highlights the importance of a research-based strategic plan. It covers the two important tools used to prepare a strategic plan, and it also outlines the various methods that can be used to create a strategic plan.

Regional Affairs Technical Competencies

In this Customer Service Management Fundamentals course, you will learn the basics of customer service management, what customer service managers are responsible for, and explore some areas of the customer service function. This course will also focus on how the position benefits the customer and the organization, including how good customer service management creates customer loyalty, positive reviews, and recommendations.

Regional Affairs Technical Competencies

Exposure to bloodborne diseases is a serious concern in every work environment. This course provides bloodborne pathogens training online and will guide you in protecting yourself from exposure to bloodborne pathogens including: HIV, Hepatitis and others. In this bloodborne pathogen training video, you'll learn how exposure can occur in first responder environments, regulations and required procedures designed to protect you from exposure, and what to do if exposure occurs.

Regional Affairs Technical Competencies

Exposure to bloodborne diseases is a serious concern in every work environment. This online bloodborne pathogens training course will guide you in protecting yourself from exposure to bloodborne pathogens including: HIV, Hepatitis and others. In this bloodborne pathogen training video, you'll learn how exposure can occur, regulations designed to protect you from exposure, and what to do in case of accidental exposure.

Regional Affairs Technical Competencies

Without a map, it’s hard to reach a destination. Similarly, without a plan to achieve goals, it’s difficult to reach them. Strategic thinking involves considering all the possible outcomes and determining which outcome is ideal for the organization based on market conditions, competition and your organization’s mission, vision and values. Your strategic plan is what follows strategic thinking and specifically lays out, in detail, the steps your organization will take to achieve its goals.

Regional Affairs Technical Competencies

In this course we’ll explore ways you can mentally prepare for work. We'll also discuss substances or practices that can impair our minds’ functions. We’ll dive into best practices for accident prevention and safety housekeeping as well as the importance of personal protective equipment (or PPE) and emergency preparation. By the end of this course you’ll have a stronger understanding of the steps you can take to ensure your own safety as well as the safety of others in the workplace.

Regional Affairs Technical Competencies

In this course, you will learn to pinpoint areas of improvement for team members and how to build trust with simple training techniques. The course will delve into business leadership skills required for a manager. Become an expert at building rapport with your teammates, and a primary example of reliability and effective leadership. At the end of this course, you will have the tools to delegate and guide your team to high performance.

Regional Affairs Technical Competencies

If you are selling a product or service, you’ll have to interface with customers on a regular basis. You’ll need to put your best foot forward, but how do you take that first step? We’ll discuss the key concepts that will help you to provide confident, effective customer service: Knowing your customer, developing customer service skills, and solving customer-related problems.

Regional Affairs Technical Competencies

The customer service manager will rarely be able to avoid difficult interactions with customers. By using this opportunity to resolve the situation carefully and methodically, the customer, the organization, and the employee can benefit. Learn how to make a good impression, confidently intervene, and help your team and company grow from the experience.

Regional Affairs Technical Competencies

In this course, you will learn the basic foundation of customer service: knowing your customer. Through these lessons, you'll be able to better understand who your customers are, what they want, and how to balance their needs with your business' goals.

Regional Affairs Technical Competencies

In these lessons on Employing Empathy in Common Customer Service Situations, you’ll learn about the strategies for employing empathy in the most common customer service situations. We’ll cover several methods such as face-to-face interactions, phone-based conversations, and online or chat-based services. We’ll also look at some tips for recognizing the emotions of a customer when you can’t see their face or body language, and how to respond accordingly.