PROGRAM GUIDE

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Overview:

This course teaches you to use the power of the Internet to better support customers during the sales process and to increase customer satisfaction. You will learn about personalization techniques that permit firms to offer highly customized and individualized products and services. You will learn how to implement personalization for your company and to calculate the value it produces. The course also explains how a company can use Web enhancements to increase customer retention and loyalty, and to improve its best practices. It is designed for employees at all organizational levels.

Objectives:

Upon completion this course you will be able to:

Identify ways to provide online customer satisfaction and support
Explain ways marketers can use the Internet to lower customer support costs
Understand how the ADR framework affects customer acquisition, development, and retention
Analyze how marketers can use online services to offer increased personalization and customization
Explain how personalization can benefit consumers
Identify and use different types of customization
Analyze four main personalization systems to increase firm and customer value

Duration:

This course takes approximately 30 to 45 minutes to complete

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Course Description

Customers and the Internet

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Overview:

This course will teach you the important elements of effective interactivity. This includes user online behavior, choice, and demographics. You will learn how individuals on the Web demand customization and personalization. The course makes you aware that sensitivity to language and culture are important on the Net, and stresses the importance of the demographics of computer access. You will learn how effective interactivity facilitates online relationship building. It is designed for employees at all organizational levels.

Objectives:

Upon completion this course you will be able to:

Analyze how Dell Computer creates customer value and sets the stage for relationship building
Understand the importance of interactivity between individuals and Internet marketers
Identify how the Internet influences individual consumer choice
Understand the difficult and challenging environment that the Internet can be for users
Learn why firms must make the Net user friendly and more appliance-like
Recognize how consumers' online behavior is similar to their behavior in the real world
Identify the ways that consumers' online behavior differs from their behavior in the real world
Explain how income affects Internet access
Identify factors other than income that affect Internet access

Duration:

This course takes approximately 30 to 45 minutes to complete

Course Description

Improving Customer Loyalty

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Overview:

This course will provide employees and managers with a basic understanding of and tools for building customer loyalty. It covers basic principles and approaches to dealing with customers and creating loyal, repeat customers. This course is intended for front-line customer service employees in a wide range of businesses and industries.

Objectives:

Upon completion this course you will be able to:

Recognize the importance of customer loyalty and the high costs of lost customers
Identify the sources of customer turn-offs and dissatisfaction
Explore techniques for dealing effectively with unhappy customers in a professional and helpful way
Understand the role of customer expectations in determining satisfaction and loyalty
Apply the best possible loyalty-building service behaviors

Duration:

This course takes approximately 30 to 40 minutes to complete

Course Description

The Basic Internet Marketing Model

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Overview:

This course considers how traditional companies can profit from Web technologies and Internet marketing. This includes indirect benefits to brand, efficiency, and effectiveness. Companies can make profits directly through online sales, commissions, or advertising. One of the most important developments is the concept of closed-loop marketing. You will learn how this can lead to more efficient marketing expenditures. This course is designed for managers, executives, and marketing and sales personnel.

Objectives:

Upon completion this course you will be able to:

Identify improvement-based benefits from the Web
Analyze the characteristics of Web provider-based and user-based revenue models
Explain how online sales complete the online commerce cycle and make the process accountable
Describe closed-loop marketing
Understand the importance of Web chains to Web-based marketing
Evaluate Web chain effectiveness
Explain the characteristics of the Yahoo! Model

Duration:

This course takes approximately 30 to 45 minutes to complete

Course Description

The Internet and the Digital World

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Overview:

This course teaches you how the Internet has changed the way companies connect to their customers. You will learn how the Internet has expanded opportunities for branding, innovation, pricing, and selling. The course explains how the Internet has produced new ways of thinking about time and distance and has opened new distribution channels and markets. You will learn to take advantage of the convergence of powerful digital technologies and use digital environments in marketing. This course is designed for marketing and sales personnel.

Objectives:

Upon completion this course you will be able to:

Classify the three stages of Web communication
Identify how the Internet affects business
Understand how the Internet is personalizing the marketing process
Explain how the digital world works
Identify how Moore's law affects digital technology costs
Understand the importance of input substitution
Identify the types of digital environments and how they affect marketing
Explain how digital convergence is causing industries, technologies, and content to overlap
Recognize how digitization affects marketing

Duration:

This course takes approximately 30 to 45 minutes to complete

Course Description

Goal Setting: An Overview

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Overview:

This course will teach you how to properly understand, effectively set and achieve your goals. You will learn to avoid setting goals that are either unrealistically high or too easily reached. The course also teaches you to understand the difference between goals and dreams.

Objectives:

Upon completion this course you will be able to:

Understand the nature of goals and why they are important
Recognize the difference between wishes and goals
Identify the three key fundamentals of effective goal setting
Know the myths about goal setting
Prevent goal setting from becoming an ineffective gesture
Separate unrealistic New Year's resolutions from true goals
Seize opportunities throughout life to set and enhance your goals
Control your life and bring more balance to it

Duration:

This course takes approximately 30 to 45 minutes to complete

Course Description

Goal Commitments and Challenges

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Overview:

Setting goals is one thing and realizing them is something else entirely. This course provides you with tools to set and remain committed to your goals. You will learn how to commit your goals to paper, set timelines, and track your progress.

Objectives:

Upon completion this course you will be able to:

Understand the importance of setting, pursuing and achieving your goals
Commit your goals to paper to reach your desired outcome
Set effective timelines for reaching your goals
Utilize the best tools and approaches that can assist you in setting timelines that work
Overcome the natural human tendency to push back timelines
Challenge yourself to "go for more" when meeting your timeline or attaining your goals
Enhance your speed and efficiency when pursuing and achieving your goals

Duration:

This course takes approximately 30 to 45 minutes to complete

Course Description

Goal Contracting

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Overview:

Goal setting is not always easy, as unexpected events can get in the way of even the most dedicated efforts. This course will teach you how to achieve goals by developing a self-initiated contract that formalizes your commitment to your goals. These contracts can be simple or complex, and can be revised and clarified to meet the obstacles you encounter in the pursuit of your goals. You will also learn to use these contracts to set and meet deadlines.

Objectives:

Upon completion this course you will be able to:

Develop effective self-initiated goal contracts that help you achieve results
Review, revise, and renew your contracts to ensure they stay relevant and challenging
Strengthen your commitment to goal attainment by sharing your contracts with others
Establish deadlines and learn how to make them work for you
Maintain balance in the face of constant deadlines
Allocate resources to respond to the challenges you face in pursuing your goals

Duration:

This course takes approximately 30 to 40 minutes to complete

Course Description

Improve Your Listening Skills

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Overview:

This course is designed to help participants improve their listening skills through practical exercises and increased awareness of their personal listening styles. This course was developed for individuals in a corporate setting or anyone interested in self-improvement.

Objectives:

Upon completion this course you will be able to:

Understand the meaning of active listening
Assess your current listening skills
Recognize the reasons why people do not listen effectively
Understand the benefits of active listening
Identify the nonverbal parts of communication
Identify the four distinct levels of listening
Describe specific active listening skills that can be improved

Duration:

This course takes approximately 30 to 40 minutes to complete

Course Description

Managing Priorities

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Overview:

People in every walk of life face recurring demands, information overload, increased workloads, and have family and/or community responsibilities and their own personal expectations of what they want for their job, career or family. Busy people need to prioritize. Prioritizing can help in every facet of life. Managing Priorities is a course that will teach you how to use a priority process to achieve meaningful personal and career goals. This course provides numerous techniques and tips that will make priority management a key to successful accomplishments. This course is intended for individuals who are interested in improving their ability to accomplish meaningful goals. The technique, recommendations and examples for prioritizing can be employed on the job, in career planning, or at home.

Objectives:

Upon completion this course you will be able to:

Define the meaning of priority
Apply specific techniques for setting priorities
Learn how to rank priorities
Determine obstacles that block priority achievement
Explain why time management is so important for accomplishing priorities
Describe why the evaluation of priorities is important
Learn how to adjust priorities

Duration:

This course takes approximately 25 to 30 minutes to complete

Course Description

Managing Anger at Work

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Overview:

This course is designed to describe the essentials of managing anger in an appropriate and constructive manner. While designed specifically for the work environment, the core elements of this training can be applied when you are at home or on the road. The constant pressures and stresses of modern life have resulted in a growing realization that anger control methods should be taught. Rage and violence in the workplace are no longer rare occurrences. While anger is a normal human emotion, the prevalence of toxic anger is dangerous to us all. This course teaches us how to effectively manage anger in all its forms. This course is appropriate for everyone who is having difficulty controlling their anger in any setting. It is of particular benefit to managers who need to learn to deal with subordinates' anger. It discusses the importance of a role model for others, a person who is able to demonstrate appropriate behaviors when angry.

Objectives:

Upon completion this course you will be able to:

Define anger and understand why it is important
Understand the difference between appropriate and inappropriate anger
Identify the various responses to anger
Differentiate between emotions and the expression of emotions
Recognize when anger becomes a problem
Understand the relationship between anger and insecurity
Understand how to stop the pain and relieve the discomfort of anger
Channel anger into positive energy

Duration:

This course takes approximately 30 to 40 minutes to complete

Course Description

Personalizing Your Goals

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