Standalone Courses

If you have any problems gaining access to these resources chat with the Library team through its Ask the Library service.

Quality standards in customer service

Learn how to establish quality standards in customer service and improve loyalty, revenue, customer satisfaction, and employee engagement.

Topics include:

  • Defining quality
  • Ensuring standards count
  • Measuring individual performance
  • Coaching customer service professionals
  • Creating quality standards for the service organization

REGISTER HERE


Innovative customer service techniques

Learn how to influence customer perceptions, enhance your 'service sense' and build teamwork in order to exceed customer expectations.

Topics include:

  • Identifying the most important customer need
  • Making wait time more bearable
  • Improving your power of observation
  • Avoiding directed attention fatigue
  • Increasing teamwork

REGISTER HERE


Customer advocacy

Learn how to use customer advocacy to improve customer experiences and create loyal customers who are promoters of your products and brand.

Topics include:

  • Benefits of customer advocacy
  • Taking action to learn about your customers
  • Evaluating results
  • Turning customers into brand advocates
  • Keeping momentum
  • Developing a culture of customer advocacy

REGISTER HERE


Developing your emotional intelligence

Learn how to enhance your personal performance and build effective relationships at work by developing emotional intelligence.

Topics include:

  • What is emotional intelligence?
  • Watching for triggers and hijacks
  • Finding flow
  • Disrupting thinking
  • Reclaiming reaction time
  • Shifting perspective
  • Empathizing
  • Listening and communicating
  • Playing to strengths
  • Collecting feedback
  • Aligning intention and impact

REGISTER HERE


Leading with emotional intelligence

Increase your emotional intelligence at work so you're better equipped to lead teams, work with peers and manage up.

Topics include:

  • What is emotional intelligence?
  • Cultivating emotional intelligence
  • Exercising emotional self-control
  • Working with your triggers
  • Getting to know others
  • Maximizing team performance
  • Building influence

REGISTER HERE


Building resilience

Kelley School of Business professor and professional communications coach Tatiana Kolovou explains how to bounce back from difficult situations by building your 'resiliency threshold' with ten training techniques. She outlines five training techniques to prepare for difficult situations, and five strategies for reflecting on them afterward.

REGISTER HERE