Course Catalogue Chart Learning Solutions 2024 - Catalog - Page 15
2024 Course Catalog
Customer Service Self-Management©
Our service self-management curriculum focuses on inner-facing skills needed to build a solid
foundation when working with customers, clients, and prospects.
1. PRODUCT/PROCEDURE KNOWLEDGE
5. SERVICE ATTITUDE
Product & Procedural Knowledge
Positive attitude
Competitive Knowledge
Character/Integrity
Building Credibility
Service Mistakes
Developing Expertise
Equal Respect
Industry Trend Resource
Service Resiliency
2. TIME MANAGEMENT
6. STRESS MANAGEMENT
Service Effectiveness
Stress for Success
Service Efficiency
Stress Management Techniques
Service Scheduling Smarts
Resiliency
Finding Hidden Service Time
Balancing Home and Career
Maximizing Service Productivity
Preventing Job Burnout
3. GIVING AND GETTING HELP
7. REWARDS/RECOGNITION
Getting the Right Help
Giving Rewards and Recognition
Mentoring Peers
Self-Appreciation
Coaching Peers
Appreciative Inquiry
Customer Experience Mgt.
Customer Appreciation
Managing Customer Expectations
Empowered Compliments
4. RESPONSIBLE INITIATIVE
8. CRITICAL THINKING
Personal Leadership
Introduction to Critical Thinking
Initiative for Responsible Results
Managing Deception and Fallacies
Achieving Results with Others
Persuasive Arguments
Personal Accountability
Checklists for Rational Decisions
Overcoming Obstacles
Optimal Understanding: Explanations
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