Learning Categories

Topics

Marketing and Sales

1. Customer Support and Personalization
2. Customers and the Internet
3. Improving Customer Loyalty
4. The Basic Internet Marketing Model
5. The Internet and the Digital World

Self-Improvement

6. Goal Setting: An Overview
7. Goal Commitments and Challenges
8. Goal Contracting
9. Improve Your Listening Skills
10. Managing Priorities
11. Managing Anger at Work
12. Personalizing Your Goals
13. Time Management for Employees

E-Commerce

14. Basic E-Commerce Security
15. Building Web Site Traffic

Marketing & Sales Category

Course Description:

Customer Support and Personalization

Overview:

This course teaches you to use the power of the Internet to better support customers during the sales process and to increase customer satisfaction. You will learn about personalization techniques that permit firms to offer highly customized and individualized products and services. You will learn how to implement personalization for your company and to calculate the value it produces. The course also explains how a company can use Web enhancements to increase customer retention and loyalty, and to improve its best practices. It is designed for employees at all organizational levels.

Objectives 

Upon completion this course you will be able to:

• Identify ways to provide online customer satisfaction and support

• Explain ways marketers can use the Internet to lower customer support costs

• Understand how the ADR framework affects customer acquisition, development, and retention

• Analyze how marketers can use online services to offer increased personalization and customization

• Explain how personalization can benefit consumers

• Identify and use different types of customization

• Analyze four main personalization systems to increase firm and customer value

Duration:

This course takes approximately 30 to 45 minutes to complete.

Course Description:

Customers and the Internet

Overview:

This course will teach you the important elements of effective interactivity. This includes user online behavior, choice, and demographics. You will learn how individuals on the Web demand customization and personalization. The course makes you aware that sensitivity to language and culture are important on the Net, and stresses the importance of the demographics of computer access. You will learn how effective interactivity facilitates online relationship building. It is designed for employees at all organizational levels.

Objectives 

Upon completion this course you will be able to:

Analyze how Dell Computer creates customer value and sets the stage for relationship building

Understand the importance of interactivity between individuals and Internet marketers

Identify how the Internet influences individual consumer choice

Understand the difficult and challenging environment that the Internet can be for users

Learn why firms must make the Net user friendly and more appliance-like

Recognize how consumers' online behavior is similar to their behavior in the real world

Identify the ways that consumers' online behavior differs from their behavior in the real world

Explain how income affects Internet access

Identify factors other than income that affect Internet access

Duration:

This course takes approximately 30 to 45 minutes to complete.

Course Description:

Improving Customer Loyalty

Overview:

This course will provide employees and managers with a basic understanding of and tools for building customer loyalty. It covers basic principles and approaches to dealing with customers and creating loyal, repeat customers. This course is intended for front-line customer service employees in a wide range of businesses and industries.

Objectives 

Upon completion this course you will be able to:

• Recognize the importance of customer loyalty and the high costs of lost customers

• Identify the sources of customer turn-offs and dissatisfaction

• Explore techniques for dealing effectively with unhappy customers in a professional and helpful way

• Understand the role of customer expectations in determining satisfaction and loyalty

• Apply the best possible loyalty-building service behaviors

Duration:

This course takes approximately 30 to 40 minutes to complete.

Course Description

The Basic Internet Marketing Model

Overview:

This course considers how traditional companies can profit from Web technologies and Internet marketing. This includes indirect benefits to brand, efficiency, and effectiveness. Companies can make profits directly through online sales, commissions, or advertising. One of the most important developments is the concept of closed-loop marketing. You will learn how this can lead to more efficient marketing expenditures. This course is designed for managers, executives, and marketing and sales personnel.

Objectives 

Upon completion this course you will be able to:

• Identify improvement-based benefits from the Web

• Analyze the characteristics of Web provider-based and user-based revenue models

• Explain how online sales complete the online commerce cycle and make the process accountable

• Describe closed-loop marketing

• Understand the importance of Web chains to Web-based marketing

• Evaluate Web chain effectiveness

• Explain the characteristics of the Yahoo! Model

Duration:

This course takes approximately 30 to 45 minutes to complete.

Course Description:

The Internet and the Digital World

Overview:

This course teaches you how the Internet has changed the way companies connect to their customers. You will learn how the Internet has expanded opportunities for branding, innovation, pricing, and selling. The course explains how the Internet has produced new ways of thinking about time and distance and has opened new distribution channels and markets. You will learn to take advantage of the convergence of powerful digital technologies and use digital environments in marketing. This course is designed for marketing and sales personnel.

Objectives 

Upon completion this course you will be able to:

• Classify the three stages of Web communication

• Identify how the Internet affects business

• Understand how the Internet is personalizing the marketing process

• Explain how the digital world works

• Identify how Moore's law affects digital technology costs

• Understand the importance of input substitution

• Identify the types of digital environments and how they affect marketing

• Explain how digital convergence is causing industries, technologies, and content to overlap

• Recognize how digitization affects marketing

Duration:

This course takes approximately 30 to 45 minutes to complete. 

Self-Improvement Category

Course Description:

Goal Setting: An Overview

Overview:

This course will teach you how to properly understand, effectively set and achieve your goals. You will learn to avoid setting goals that are either unrealistically high or too easily reached. The course also teaches you to understand the difference between goals and dreams.

Objectives 

Upon completion this course you will be able to:

• Understand the nature of goals and why they are important

• Recognize the difference between wishes and goals

• Identify the three key fundamentals of effective goal setting

• Know the myths about goal setting

• Prevent goal setting from becoming an ineffective gesture

• Separate unrealistic New Year's resolutions from true goals

• Seize opportunities throughout life to set and enhance your goals

• Control your life and bring more balance to it

Duration:

This course takes approximately 30 to 45 minutes to complete.

Course Description:

Goal Commitments and Challenges

Overview:

Setting goals is one thing and realizing them is something else entirely. This course provides you with tools to set and remain committed to your goals. You will learn how to commit your goals to paper, set timelines, and track your progress.

Objectives 

Upon completion this course you will be able to:

• Understand the importance of setting, pursuing and achieving your goals

• Commit your goals to paper to reach your desired outcome

• Set effective timelines for reaching your goals

• Utilize the best tools and approaches that can assist you in setting timelines that work

• Overcome the natural human tendency to push back timelines

• Challenge yourself to "go for more" when meeting your timeline or attaining your goals

• Enhance your speed and efficiency when pursuing and achieving your goals

Duration:

This course takes approximately 30 to 45 minutes to complete.

Course Description:

Goal Contracting

Overview:

Goal setting is not always easy, as unexpected events can get in the way of even the most dedicated efforts. This course will teach you how to achieve goals by developing a self-initiated contract that formalizes your commitment to your goals. These contracts can be simple or complex, and can be revised and clarified to meet the obstacles you encounter in the pursuit of your goals. You will also learn to use these contracts to set and meet deadlines.

Objectives 

Upon completion this course you will be able to:

• Develop effective self-initiated goal contracts that help you achieve results

• Review, revise, and renew your contracts to ensure they stay relevant and challenging

• Strengthen your commitment to goal attainment by sharing your contracts with others

• Establish deadlines and learn how to make them work for you

• Maintain balance in the face of constant deadlines

• Allocate resources to respond to the challenges you face in pursuing your goals

Duration:

This course takes approximately 30 to 40minutes to complete.

Tune in to Channel 40

Improve Your Listening Skills

Overview:

This course is designed to help participants improve their listening skills through practical exercises and increased awareness of their personal listening styles. This course was developed for individuals in a corporate setting or anyone interested in self-improvement.

Objectives 

Upon completion this course you will be able to:

• Understand the meaning of active listening

• Assess your current listening skills

• Recognize the reasons why people do not listen effectively

• Understand the benefits of active listening

• Identify the nonverbal parts of communication

• Identify the four distinct levels of listening

• Describe specific active listening skills that can be improved

Duration:

This course takes approximately 30 to 40minutes to complete.

Course Description:

Managing Priorities

Overview:

People in every walk of life face recurring demands, information overload, increased workloads, and have family and/or community responsibilities and their own personal expectations of what they want for their job, career or family. Busy people need to prioritize. Prioritizing can help in every facet of life. Managing Priorities is a course that will teach you how to use a priority process to achieve meaningful personal and career goals. This course provides numerous techniques and tips that will make priority management a key to successful accomplishments. This course is intended for individuals who are interested in improving their ability to accomplish meaningful goals. The technique, recommendations and examples for prioritizing can be employed on the job, in career planning, or at home.

Objectives 

Upon completion this course you will be able to:

• Define the meaning of priority

• Apply specific techniques for setting priorities

• Learn how to rank priorities

• Determine obstacles that block priority achievement

• Explain why time management is so important for accomplishing priorities

• Describe why the evaluation of priorities is important

• Learn how to adjust priorities

Duration

This course takes approximately 25 to 30 minutes to complete.

Course Description:

Managing Anger at Work

Overview:

This course is designed to describe the essentials of managing anger in an appropriate and constructive manner. While designed specifically for the work environment, the core elements of this training can be applied when you are at home or on the road. The constant pressures and stresses of modern life have resulted in a growing realization that anger control methods should be taught. Rage and violence in the workplace are no longer rare occurrences. While anger is a normal human emotion, the prevalence of toxic anger is dangerous to us all. This course teaches us how to effectively manage anger in all its forms. This course is appropriate for everyone who is having difficulty controlling their anger in any setting. It is of particular benefit to managers who need to learn to deal with subordinates' anger. It discusses the importance of a role model for others, a person who is able to demonstrate appropriate behaviors when angry.

Objectives 

Upon completion this course you will be able to:

• Define anger and understand why it is important

• Understand the difference between appropriate and inappropriate anger

• Identify the various responses to anger

• Differentiate between emotions and the expression of emotions

• Recognize when anger becomes a problem

• Understand the relationship between anger and insecurity

• Understand how to stop the pain and relieve the discomfort of anger

• Channel anger into positive energy

Duration:

This course takes approximately 30 to 40 minutes to complete.

Course Description:

Personalizing Your Goals

Overview:

The only way to accomplish a goal is to take total ownership of it. This course will teach you different methods of turning a goal into your own, ranging from understanding the nature of doubt, preventing sabotage by the subconscious, to adopting new types of positive behaviors such as role-playing. Using these techniques, you will learn how to become a successful goal setter and achiever.

Objectives 

Upon completion this course you will be able to:

• Establish goals that are clear and in perspective

• Take ownership of goals, whether they are internally or externally imposed

• Resolve doubt and second guessing

• Understand how the subconscious conspires against you-and how you can beat it

• Recognize that perfection is not critical to goal achievement

• Identify the factors that indicate you have ownership of your goals

• Adopt positive words, phrases, statements and practices that enhance goal attainment

• Undertake role-playing and related activities to make the pursuit of your goals more productive and satisfying

Duration:

This course takes approximately 30 to 45 minutes to complete.

Course Description:

Time Management for Employees

Overview:

This course is designed to assist individuals in diverse occupations to understand time management and to practice specific techniques to improve their efficiency. The specific techniques presented include making lists, using a personal organizer, handling interruptions and delegating work tasks. The course discusses how time management skills will help you overcome the effects of stress. This course has been prepared as a set of guidelines to increase efficiency and organization. Improving time management efficiency can result in increased productivity and satisfaction and more time to participate in enjoyable activities.

Objectives 

Upon completion this course you will be able to:

• Increase your understanding of how to manage time

• Learn how to reduce clutter and disorganization

• Practice a polite approach to controlling interruptions

• Cope with stress in a productive manner

• Practice ef