Services: Webinars and Webinar Series

Customer Service Experience

• Emotional Customer Service – Making the Connection with the Customer
• Customer Service Recovery – What We Do When We Make a Mistake
• The Customer Service Experience – What Are Your Customers Experiencing?
• Handling Angry Customers with Tact and Skill
• Handling Customer Complaints without Taking Things Personally
• Who are Your Customers? Why Your Assumptions May be Wrong
• Authentic Customer Service – Being Real with the Customer and to Our Mission
• We Put Customers First – How Your Customer Will Know If They Are or Not

Customer Service: Telephone Skills

• Telephone Skills : Ending a Call and a Plan for Following Up
• Telephone Skills : Giving & Getting Information by Phone
• Telephone Skills : Handling Angry Callers
• Telephone Skills : Making Difficult Calls
• Telephone Skills : Negotiating with Customers on the Phone
• Telephone Skills : Preparing for a Call
• Telephone Skills : Taking and Leaving Phone Messages
• Telephone Skills : Transferring Calls

Management and Supervision

• Making Your Objectives Happen – Daily, Weekly, Monthly, Quarterly
• Managing Your Interruptions – It’s Easier than You Think
• Getting People to Agree on Objectives
• Following up a Meeting – Overcoming one of the Biggest Organizational Failures
• How to Coach Employees – How to Use a Coaching Plan and Approach
• Improving Workplace Relationships – What to do with Varying Attitudes and Personalities
• Leading a Meeting – Six Steps to Leading Successful Meetings
• Planning a Meeting – How to Make Sure Your Meetings Address the Needs
• How to Review Your Coaching Experience
• When to Coach and When to Manage

• Managing Yourself – The Key to Managing Others
• Are you a Leader? – Things Leaders Do that Managers Don’t
• Strengthening Your Position as Leader
• Measuring and Recording Employee Performance
• Managing Yourself Instead of Managing Time
• Employee Performance: Managing Difficult Employee Behaviors
• Employee Performance: Providing Constructive not Destructive Feedback
• When and What to Delegate
• Assertiveness Skills: What is Assertiveness?
• The Assertive Manager: Getting Results with People

Hire Right the First Time Series

• Hire Right the First Time Series: Advertising the Position
• Hire Right the First Time Series: Dealing with Applications
• Hire Right the First Time Series: Opening and Closing the Interview
• Hire Right the First Time Series: Rating Candidates to a Set Standard
• Hire Right the First Time Series: Recruitment Criteria

Efficient Email and Internet Usage

• Efficient Email Series: Ways to Manage Your Email that Saves Time and Headaches
• Efficient Email Series: Sending the Right Message the First Time (Pitfalls of Email Communication to Avoid
• Getting the Most out of the Internet – Things You Might Not Have Known that Will Make You Much More Productive and Efficient

Presentation Skills

• Developing Your Presentation Like the Pro’s Do It
• Delivering Your Presentation – Ways to Make Your Presentation More Interactive and Effective
• The Final 24 Hours of Preparing for Your Presentation
• Role Play Preparation Skills – What You Need to Be Successful
• Role Play Delivery in Your Presentation

On Your Feet Series

• On Your Feet Skills : Handling Questions from Participants
• On Your Feet Skills : Being Prepared for Everything that Can Go Wrong
• On Your Feet Skills : Visual Aids that Work
• On Your Feet Skills : Keeping the Same Old Materials Fresh for Everyone
• On Your Feet Skills : Changing Your Delivery on the Spot
• On Your Feet Skills : Problem Solving from the Front of the Room

Face to Face Communications Series

• Face to Face Communications: What you Need to do Differently to be an Active Listener
• Face to Face Communications: Effective Questioning for Clarity
• Face to Face Communications: Making a Contribution to a Discussion
• Face to Face Communications: Making your Point Positively
• Face to Face Communications: Non-Verbal Communication

Working with Your Team Series

• Working with Your Team: Defining a Team's Direction
• Working with Your Team: Defining Responsibilities in a Team
• Working with Your Team: Handling Difficult Team Members
• Working with Your Team: Approaches to Making Decisions as a Team
• Working with Your Team: Resolving Situations of Conflict within a Team
• Working with Your Team: Understanding Team Roles
• Working with Your Team: Motivating Your Team when Times Are Tough

Fundraising and Building Streams of Revenue

• Fundraising and the Internet: Raising Money on Your Website
• Fundraising in Your Community: Simple Ideas for Raising Thousands
• Fundraising Basics: Building Your Fundraising Team: With or Without Development Staff
• Fundraising Basics: Buding Relationships with Your Donors - The Purpose of Fundraising
• Fundraising Basics: Creating Your Fundraising Strategy
• Fundraising Basics: The Abundant Fundraising Opportunities Available in a Recession

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