Like all business values, a customer service focus must be demonstrated from the top down. Customer service leaders have a responsibility to demonstrate good leadership practices as well as good customer service practices. This course will share several leadership models that you can use to successfully lead a customer service team.
In this course, you will learn about the six critical elements of customer service. You will also learn about Paul Hersey and Ken Blanchard’s Situational Leadership II® model, servant leadership, and the five practices in James Kouzes and Barry Posner's “The Leadership Challenge.”
CSM: Customer Service Management
No business can survive very long without an effective program of controls over the parts and materials that are used in producing or distributing goods and services of the firm. This course will teach you how to effectively manage these items, which are collectively referred to as “inventory.”
In this course, you will learn about all aspects of inventory management, including common terms, the inventory cycle, how to maintain inventory accuracy, and what some of the latest trends are.
Inventory Management: The Nuts and Bolts
There are three fundamental skill areas that all leaders need to master: communication, coaching, and conflict. This introductory workshop will give you basic skills in all three areas.
In this course, you will learn about coaching models, conflict resolution techniques, and ways to communicate with your employees. You will also complete Velsoft’s signature leadership assessment to help you identify how to connect with others. As a bonus, you will receive an introduction to some important leadership theories, including the Situational Leadership II® model and servant leadership.
Communication, Coaching, and Conflict
Whether you’re negotiating a big deal with lots of money on the table or trying to get your child to agree to a reasonable bedtime, the principles are the same. This course will give you the skills that you need to become a successful negotiator.
In this course, you will learn about the different types of negotiation, the characteristics of a successful negotiator, and building win-win solutions. You will also learn about the four phases of negotiation: preparation, exchanging information, bargaining, and closing.
Negotiating for Results
Logistics and Supply Chain Management are arguably the lifeblood of any industry. If you can’t make your products and can’t get them to your customers then failure is guaranteed. If you don’t want to find your business in this predicament it’s a good idea to secure training on this pivotal topic to have a good grasp on success. This cover gives a broad overview of logistics and supply chain management and the tools you will need.
In this course, you will learn about supply chains and logistics, various integration models, supply chain flows, who is who in a supply chain, as well as drivers and ways to optimize them. You will also gain an insight on other crucial points such as aligning your business and supply chain strategies, how to get the most out of your data, how to troubleshoot any problems that crop up and ways to develop your supply chain.