┌█ SkillSoft.Managing.Conflict.Stress.and.Time-LiB █┐
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┌──────────────────────┐ ▓▒░ Release Information ░▒▓ ┌──────────────────────┐
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├───────────────────────────────────────────────────────────────────────────┤
│ TITLE : Managing Conflict, Stress, and Time │
├───────────────────────────────────────────────────────────────────────────┤
│ AUTHOR : SkillSoft │
├───────────────────────────────────────────────────────────────────────────┤
│ PUBLISHER : SkillSoft │
├───────────────────────────────────┬───────────────────────────────────────┤
│ ISBN : 0000000 │ MAKER : TEAM LiB │
├───────────────────────────────────┼───────────────────────────────────────┤
│ PAGES : N/A Pages │ PACKAGER : TEAM LiB │
├───────────────────────────────────┼───────────────────────────────────────┤
│ EDITION : N/A │ SUPPLIER : TEAM LiB │
├───────────────────────────────────┼───────────────────────────────────────┤
│ LANGUAGE : ENGLISH │ FORMAT : ZIP │
├───────────────────────────────────┼───────────────────────────────────────┤
│ RELEASE : 03-03-09 │ SIZE : 20.61 MB │
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┌────────────────────────┐ ▓▒░ Release Notes ░▒▓ ┌──────────────────────────┐
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│ │
│ [Product Information] │
│ │
│ Overview/Description │
│ Each customer wants her problem to be the most important problem to │
│ the Customer Support Specialist (CSS). For the CSS, adapting to each │
│ customer's communication style, understanding each customer's │
│ emotional response, and solving each customer's problem can be an │
│ enormously stressful and time-consuming process. This course is │
│ intended to show the proper methods needed to resolve conflicts, │
│ manage time, and manage stress. It also highlights the importance of │
│ a positive approach and attitude in bringing customer interactions to │
│ a satisfactory conclusion. This course helps to prepare learners │
│ interested in the Customer Support Specialist (CSS) certification, │
│ which is targeted to individuals wishing to qualify to work in a │
│ Customer Support Center/help desk environment. │
│ │
│ Target Audience │
│ Individuals interested in the Customer Support Specialist (CSS) │
│ certification; front-line customer service and support agents seeking │
│ to acquire new skills │
│ │
│ Expected Duration (hours) │
│ 2.5 │
│ │
│ Lesson Objectives │
│ │
│ Managing Conflict, Stress, and Time │
│ # recognize the benefits of being able to resolve conflicts with │
│ customers │
│ # recognize the signs of potential conflict in a scenario │
│ # recognize examples of techniques for negotiating with a customer │
│ # recognize the benefits of using a positive approach when dealing │
│ with customers │
│ # use assertiveness strategies with a customer in a given scenario │
│ # match typical communication behavior styles to their examples │
│ # recognize actions or statements that reflect confidence │
│ # identify self-empowerment techniques for building confidence │
│ # recognize examples of the techniques used to disengage with │
│ customers │
│ # recognize the benefits of implementing time-management and │
│ stress-management strategies │
│ # recognize examples of personal strategies used to reduce stress │
│ # identify symptoms of stress │
│ # recognize examples of strategies used to manage time │
│ │
│ [Install Information] │
│ │
│ Unpack it ! │
│ Enjoy this fine release from TEAM LiB ~_* │
│ │
│ [For more information] │
│ │
│ http://www.skillsoft.com/Catalog/detail.asp? │
│ CourseCode=cust_02_a03_bs_enus │
│ │
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┌─────────────────────┐ ▓▒░ TEAM LiB AGREEMENTS ░▒▓ ┌───────────────────────┐
│ └─────────────────────────────┘ │
│ │
│ Attention: Please read these terms carefully before using our │
│ release. Using our release indicates that you have read and accepted │
│ these agreements. If you do not agree to accept these terms, do not │
│ use our release or infomation from it. We may change the terms of │
│ this Agreement at any time. │
│ │
│ YOU MAY USE OUR RELEASE FOR EVALUATION PRUPOSES ONLY. WE WILL NOT BE │
│ HELD RESPONSIBLE FOR OUR RELEASE. IF YOU LIKE THIS BOOKWARE, YOU'RE │
│ STRONGLY ADVISED TO BUY IT. BOOKWARE PUBLISHER AND AUTHOR NEED │
│ QUALITY PRODUCTS. YOU MAY NOT USE OUR RELEASE TO MAKE MONEY OR USE IT │
│ SUPPORT FOR COMMERCIAL PURPOSE. │
│ │
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┌────────────────────────┐ ▓▒░ TEAM LiB NEWS ░▒▓ ┌──────────────────────────┐
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│ - Looking for EU affil site │
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│ Do You Wanna Join? Getting In Touch With Us If... │
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│ - People who works in publishing company │
│ - You can provide fast speed servers as team │
│ dump │
│ such as 100+mbit/200+g │
│ - You are good cracker │
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