• Customer Service includes introduction to customer service, communication skills, customer analysis – knowing your customer, calming upset customers, telephone customer service, internet customer service, time management, and stress management strategies.

• Business Etiquette includes introduction to business etiquette, greeting and introductions, meeting and board room protocol, business ethics, entertaining etiquette, telephone etiquette, internet and e-mail etiquette, business attire and professionalism, disability etiquette, and multi-cultural challengers.

• Business Communication includes introduction to business communication, structuring business communication, developing a business writing style, types of business writing, writing for special circumstances, developing oral communication skills, doing business on the telephone, non-verbal communication, developing effective presentation skills, and conflict and disagreement in business communication.

• Sales includes introduction to selling, prospecting success strategies, first contact success strategies, qualification success strategies, presentation success strategies, successful objection resolution strategies, successful closing strategies, and wrap-up and follow-up strategies.

• Leadership includes introduction to effective leadership, choosing the appropriate leadership style, team building for leaders, and motivation.

Textbook and certification exam is included in the cost. *Discounts do not apply.

Contact Christie Walsh at (513) 932-8145 ext. 5270, or christie.walsh@mywccc.org for information.