Integrity Training – Customer Service Skills

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  Start

  Customer Service and the Telephone (0:19)

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  Telephone Etiquette (2:31)

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  Answer the Telephone (0:14)

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  Greeting (0:26)

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  Using Your Voice (0:54)

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  Showing You Are Listening (1:11)

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  Procedure for Transferring Calls (0:51)

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  Taking Meaningful Messages (1:22)

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  Lesson 03 Review (0:33)

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  Review Questions

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  Handling Complaints (0:16)

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  Complaints (0:27)

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  Why Customers Don’t Complain (0:43)

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  View Complaints as Opportunities (1:41)

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  Five Forbidden Phrases (2:14)

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  Service Recovery (2:41)

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  Guidelines for Dealing with Difficult Customers (2:33)

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  Cope with Upset and Difficult Customers (1:19)

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  Lesson 04 Review (0:28)

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  Review Questions

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  Enduring Stress (0:15)

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  Stress (0:32)

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  Sources of Stress (1:07)

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  Managing Your Reaction to Stress (2:24)

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  Identifying Your Beliefs (2:32)

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  Challenging Irrational Thoughts (1:45)

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  Using Questions to Challenge Thinking (1:16)

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  Take Preventive Measures (2:42)

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  Lesson 05 Review (0:26)

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  Review Questions

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  Course Closure (0:56)

Business online course

Information about business:

Business is the activity of making one’s living or making money by producing or buying and selling products (such as goods and services).
[need quotation to verify] Simply put, it is “any activity or enterprise entered into for profit.
It does not mean it is a company, a corporation, partnership, or have any such formal organization, but it can range from a street peddler to General Motors.”

Having a business name does not separate the business entity from the owner, which means that the owner of the business is responsible and liable for debts incurred by the business.
If the business acquires debts, the creditors can go after the owner’s personal possessions.
A business structure does not allow for corporate tax rates. The proprietor is personally taxed on all income from the business.