Certified Customer Service Supervisor – CCSS

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Customer Service Training

 

INTRODUCTION

ICCA is pleased to offer this certification training program to individuals seeking the accreditation of a Certified Service Supervisor.

This certification training program is authorized by the International Service Standards Alliance (ISSA) for the certification of supervisors providing service in any environment or industry.

This program is a set of 19 comprehensive training courses designed to provide you with necessary training to be certified as a Service Supervisor and to prepare you for the responsibility of professionally interacting with people, processes and technology.

CERTIFIED SERVICE SUPERVISOR

This certification program is applicable for any service supervisor who manages or oversees staff supporting any product or service(s) in any service environment including but not limited to retail, hotel, restaurant, administrative or call/contact center.

PROGRAM ACCREDITATION

This certification program is accredited by the International Service Standards Alliance (ISSA).
All certification candidates who are registered under for the certified service supervisor program are also registered with ISSA.

Upon successful completion of the certification training program the candidate will:

-Be permitted to use the CSS® designation
-Receive a personalized ISSA certificate
-Be included in the ISSA certification public register and;
-Receive one free year of ISSA designation fees

NATIONAL OCCUPATIONAL STANDARDS

National Occupational Standard (NOS) define the knowledge, skills and abilities a person must have to perform the job at a competent level. The standards are government sanctioned, developed, reviewed and approved by government and industry committees with representation from industry and educational professionals. The NOS provide the basis for:

-Nationally standardized skill sets
-Training, curriculum development and certification programs
-Clearly defined career information
-Industry-wide human resource strategies and solutions
-Improved productivity including customer service, increased profitability and job satisfaction

Industries, on the whole, benefit from standards – especially those that provide a clear definition of service employees do and how they perform their job tasks to a more credible and professional image.

The curriculum for a Certified Service Supervisor covers six (6) key objectives which are:

1) Professionalism:
a. Demonstrate Positive Personal Attributes
b. Interact Appropriately with Others

2) Communication Skills
a. Communicate Effectively

3) Technology Skills
a. Use Available Technology

4) Health & Safety
a. Maintain Personal Health
b. Work Safely

5) Operations
a. Monitor Operations
b. Provide Leadership

6) Human Resources Management
a. Participate in recruitment and selection of applicants
b. Interview candidates

PROGRAM BENEFITS

This certification training program follows the ISO standard for certification of personnel and national occupational standards.
The program scope is the only global certification program which offers:

-Global certification and recognition for training
-CSS® designation
-Public register of certification candidates and accredited members
-Comprehensive training curriculum
-Personalized program certificate
-Membership with ISSA
-Opportunity for career path planning

Becoming a Certified Service Supervisor (CSS®) allows successful certification candidate with a professional designation, can have their training verified through a public register, ensures that the scope of training is appropriate, improves the consistency of training and allows for personal technique to enhance the certification training.

EMPLOYER PROGRAM BENEFITS

For employers, the benefits of this certification program are:

-Focused training
-Targeted recruitment
-Increased employee retention
-Better business planning
-Increased employee productivity
-Better image of the sector
-Enhanced employee development
-Public register of candidates and accredited Members

COURSE FEATURES

Providing good service is a key business feature that organizations constantly want to improve and is vital for an organization to who wants to keep and maintain the customers that they have.

The course features included in this program are:

-Course delivery medium is online
-Course access is available 24/7
-Access to all courses for up to 12 months
-Structured format including:
-Course Resource
-Course Glossary
-Modules or Chapters
-Lessons
– Activities
– Quizzes
– Final Assessment
– Individual course certificates
– Candidates study at their own pace

PROGRAM DURATION

This total duration of study for this certification program is approximately 43 hours.

MEMBER REQUIREMENTS

All certification candidates who successfully complete the certification training program are required to maintain their designation.

At this time, maintenance is prescribed as keeping their ISSA account in good standing through payment of their annual membership fees. Failure to pay the annual membership fees will result in the removal from the ISSA public register and the member may not use their ISSA designation(s).

CURRICULUM (Learning Outcomes)

The Certified Service Supervisor certification program is a set of 19 individual courses which meet the objectives for this role under the national occupational standards.

The course list is below and individual course overviews and learning outcomes for each course contained within this certification program can be found on the subsequent pages.

Certified Service Supervisor Certification Program course list:

1. Appraising Workplace Performance
2. Coaching in the Workplace
3. Common Human Resource-Related Issues and Responsibilities
4. Contact Center Information Use and Systems
5. Contact Center Telephony and Systems
6. Customer Service Policies and Procedures
7. Diversity in the Workplace for Employers
8. Effective Listening For Contact Centers
9. Health and Wellness
10. Hiring for Success
11. Interviewing, Hiring, Orientation and Training
12. Management Preparation
13. Performance Management
14. Privacy and Data Security – Canada (Optional)
15. Structure, Culture and Change
16. Team Environment and Behaviors
17. Verbal Communication For Contact Centers
18. Workplace Safety for Employers
19. Written Communication For Contact Centers

customer service training

Pricing:

Canada: $2995 plus applicable taxes (per user)
Purchase

USA & All Other Countries: $ 2710 USD (per user)
Purchase

Course List Descriptions:

Course: Appraising Workplace Performance

Quick Overview

Conducting performance reviews can be an excellent opportunity to inspire, motivate, and communicate with your employees, but only if they are conducted correctly. Conversely, if performance reviews are poorly done, they can result in mutual feelings of frustration and distrust between managers and employees. In this course, you’ll have an opportunity to learn the correct methods and techniques that can be used in the performance review process to ensure the most beneficial results possible. This course is approximately 1 hour in length.
Course Code: PER504

Chapter 1: Understanding Performance Appraisals
Chapter 2: The Performance Management Process
Chapter 3: The Performance Appraisal

Learning Outcomes:

• An explanation of why performance appraisals aren’t popular amongst both employees and leaders alike
• An effective way to address employee concerns about performance appraisals
• How to make performance appraisals defensible (and the importance of doing so)
• The benefits of performance appraisals
• Common mistakes made when conducting performance appraisals
• What the performance management process consists of
• The main topics that should be included in the development of a performance appraisal document template
• How to monitor and modify workplace behavior after conducting performance appraisals to help your employees    stay on track and meet their goals
• Strategies to conduct a successful performance appraisal meeting
• Constructive listening during a performance appraisal
• The importance of asking questions to gain more information during a performance appraisal
• As a leader, having the ability to accept criticism that an employee gives you during his or her performance appraisal

Course: Coaching In The Workplace

Quick Overview

Effective managers understand that simply directing orders to their employees will not yield optimal results. Rather, by developing a coaching style that addresses and nurtures the skills and talents of employees will help create a more well-rounded and knowledgeable workforce. As a result of coaching, employees become more efficient, educated, and effective in the tasks and roles they are assigned. This course will help you to develop your coaching skills. You’ll have an opportunity to learn how to communicate your coaching feedback and how to develop an awareness of the specific learning styles of your employees. This course is approximately 1 hour in duration.
Course Code: COA500

Chapter 1: Fundamentals – Laying Down the Foundation
Chapter 2: The Five Critical Coaching Skills
Chapter 3: Feedback and Your Coaching Process

Learning Outcomes:

• What coaching is in the context of a workplace
• Two styles of coaching
• What learning styles are and how they contribute to being an effective coach
• The 6 key adult learning principles
• The impact that effective interpersonal communication skills has on the success of the coaching you provide
• The importance of coaching follow-up and helping skills
• How mentoring and teaching skills can improve the success of your team
• The need for challenging skills as a component of your coaching practice
• How feedback and coaching work together
• Types of feedback models and knowing how and when to use which one
• Some useful tips that experienced leaders use when giving feedback
• How to avoid the top 8 mistakes when delivering feedback
• How to handle negative reactions to the delivery of negative feedback

Course: Common Human Resource-Related Issues and Responsibilities

Quick Overview

This course is the second of two that covers human resource related topics for managers. In this course, we examine some common human resource-related issues and responsibilities that managers can expect to encounter and be prepared for on a daily basis. By understanding these issues and responsibilities, managers will not only be more well-rounded and knowledgeable, they will also be better prepared for the realities of the day-to-day operations of the workplace. This course is approximately 1.5 hours in duration.
Course Code: MP105

Chapter 1: Common HR Responsibilities
Chapter 2: Discipline and Termination

Learning Outcomes:

• Solutions to common causes of employee absenteeism and the organization’s rights when dealing with the issue
• The benefits of diversity development and an explanation of how to properly handle discrimination complaints
• How to protect your employees’ privacy using the 10 principles of privacy protection and applicable laws
• An explanation of which forms of compensation and benefits are mandatory and which are discretionary
• How performance reviews can be used to evaluate and adjust employee behaviour
• Examples of employee behaviour requiring disciplinary action and how such actions should be carried out
• The common reasons for laying off employees and what laws and procedures should be followed throughout the process.
• Specific methods used to terminate employees in a respectful and law abiding way
• How to design exit interviews that provide an organization with valuable information pertaining to an employee’s time with the organization and reasons for leaving

Course: Contact Center Information Use and Systems

Quick Overview

As a contact center agent, you’ll use many different types of information within the scope of your job, including customer, product, and company information. However, to be able to use this information, you need to know where to find it. You will learn about various types of customer data including what is known as customer information and transactional functions. Additionally, you will learn about some of the technological resources and strategies used to store, organize and provide access to customer data including information management systems, customer relationship management systems, and databases. This terminology will form the basis for further lessons on using technological resources in the contact center environment. Finally, you will learn what business documentation is and how the contact center agent interacts with it. Specifically, you will then learn about a particularly useful tool used for external and internal business documentation, email templates. You will learn some common uses for email templates and how to use them within an information management system. This course is approximately 2 hours in length.
Course Code: TECH502

Chapter 1: Information Use in Contact Centers
Chapter 2: Managing Customer Data
Chapter 3: Business Documentation

Learning Outcomes:

• What is information?
• Information used in contact centers
• Key information locations
• Customer data
• Information management
• Data integrity
• Editing and updating customer information
• Creating transactional functions
• Searching databases for customer accounts
• Validating customer identity

Course: Contact Center Telephony and Systems

Quick Overview

Telephony systems make up the main framework for almost all modern mobile, telephone, and internet communications. These systems can connect simple communications, like a local telephone call, and complex operations, like accessing internet networks around the world. Contact center systems ensure that contact centers function effectively. They work together to support CRMs, contact center agents, and customers. Systems can be internal, external, and can be made up of a single individual, group of people, computer network, server, or other technology. This course is approximately 2 hours in length.
Course Code: TECH503

Chapter 1: Telephony Systems
Chapter 2: Contact Center Systems

Learning Outcomes:

• Basic telephony systems
• Interactive voice response
• Private branch exchange
• Computer telephony integration
• Automatic call distribution
• Predictive diallers
• Quality control monitoring
• Workforce management systems
• Email management
• Statistics management systems
• Report management

Course: Customer Service Policies and Procedures

Quick Overview

Policies and procedures may be implemented for a variety of reasons, but ultimately, no matter why they are in place, it is your job as an employee to know and follow them. In this course, you will learn more about why policies and procedures are important to know and follow for customer service. You will also practice interpreting and following policies and procedures and explore some of the possible consequences of not following them properly. This course is approximately 1 hour in length.
Course Code: CSS303

Learning Outcomes:

• Introduction: policy & procedure
• Escalation: interpreting policy & procedure
• Why follow procedures

Course: Diversity in the Workplace for Employers

Quick Overview

Diversity is about variety, so a diverse workplace is one with people from different cultures and of different ethnicities. The advantages of a diverse workplace include: different points of view, better productivity, improved teamwork, the ability to attract business from a variety of geographical areas, learning opportunities, and possibility of lowered legal costs. In this course, you will learn the value of celebrating differences and the need to discourage discrimination. This course contains an employee section and an employer section to fulfill the specific training needs of the different roles in a workplace. This course is approximately 1 hour in length.
Course Code: DIV404_ER

Chapter 1: Diversity Defined
Chapter 2: Stereotypes
Chapter 3: Discouraging Stereotypes
Chapter 4: The Role of Employers/Managers in Celebrating Diversity

Learning Outcomes:

• What is diversity?
• Terms related to diversity
• Diversity self-awareness inventory
• Cornerstones of diversity
• What are stereotypes?
• Common phrases and the stereotype behind them
• Experience with stereotypes
• Politically correct word
• The stop technique
• Contributing to a diverse workplace
• Handling discrimination
• Pitfalls that discourage diversity
• Managing a diverse workforce
• Dealing with discrimination

Course: Effective Listening For Contact Centers

Quick Overview

When you hear something, does it also mean that you’re listening? Is it one and the same thing? We often mistake these two terms as interchangeable. This course will describe the difference between hearing and listening and how effective listening is a key contributor to successful communication in all aspects of life. This course is approximately 8 hours in length.
Course Code: COM100

Chapter 1: Elements of Active Listening
Chapter 2: Core Issues Related to Listening
Chapter 3: Overcoming Listening Issues & Applying Active Listening

Learning Outcomes:

• Introduction to active listening
• Attending skills
• Following skills
• Reflecting skills
• General types of listening barriers
• Workplace barriers
• Perceptions
• Root cause analysis
• Overcome listening barriers
• Active listening

Course: Health and Wellness

Quick Overview

Health and wellness encompasses many different aspects; however, this course focuses on nutrition, exercise, mental fitness and stress management, work-life balance, and ergonomics. There is a strong focus on issues affecting the workplace. Yet, the techniques and tips presented are also applicable to everyday life. This course is approximately 1 hour in duration.
Course Code: HWS405

Chapter 1: Healthy Living – Nutrition
Chapter 2: Healthy Living – Physical Activity
Chapter 3: Healthy Living – Mental Health & Stress
Chapter 4: Work-Life Balance
Chapter 5: Ergonomics

Learning Outcomes:

• Canada Food Guide
• Portion control
• Nutrition labels
• Benefits of physical activity
• Types of exercise
• Barriers to physical activity
• Tips for getting & staying active
• Characteristics of mental health
• Practicing mental fitness
• Positive vs. negative stress
• Signs and symptoms of stress
• Coping with stress
• The Employee Assistance Program
• Issues with work-life conflict
• How do you know if you have work-life balance?
• Five phases of achieving work-life balance
• Consequences of work-life imbalance
• Getting support from your employer
• Sitting and working at a computer
• Proper laptop use
• Taking ergo breaks
• Environmental concerns

Course: Hiring for Success

Quick Overview

Ensuring that an organization hires the right person the first time can help save both time and money. Before the hiring process can even begin, the tasks and responsibilities associated with the position being filled must accurately be identified and agreed upon. Next, in order to make the correct hiring decisions, management must understand and implement a variety of measures that will help attract and identify the best candidate for the job. These elements will help managers make the correct hiring decisions the first time rather than wasting time and money on costly hiring errors. This course is approximately 2 hours in duration.
Course Code: PM101

Chapter 1: Preventing Costly Hiring Mistakes
Chapter 2: The Advertising, Recruitment, and Selection Process
Chapter 3: The Interview Process
Chapter 4: Interviewing and hiring Responsibilities

Learning Outcomes:

• The costs of hiring mistakes
• How to conduct job analyses and create position profiles
• The repercussions of failing to ask proper interview questions
• Factors to assess during the hiring process
• How to create job advertisements and choose the best form of advertising
• The recruiting and selection process
• Obstacles to recruiting and hiring
• How and why to use a resume screening guide
• How to prepare for an interview
• How to avoid bias during interviews
• The different types of interview questions and techniques including behavioural questioning and the critical incident technique
• How to use performance assessments
• Scoring, recording, and responding to applicant responses
• How to conduct yourself during an interview
• How to deal with difficult applicants
• Guidelines for checking references
• How to adhere to legal standards during the hiring process

Course: Interviewing, Hiring, Orientation and Training

Quick Overview

While it may seem like you have more than enough responsibilities as a new manager, many workplaces also require that their managers assume a variety of human-resource related activities. These responsibilities can involve tasks related to interviewing, hiring, orientation and training new employees. These seemingly straightforward tasks are often more involved and complex. This course provides information for managers who do not have a background in human resources but are required to take the lead on hiring and training new staff members. This course is approximately 2 hours in duration.
Course Code: MP104

Chapter 1: Determining Company Needs
Chapter 2: Finding Candidates
Chapter 3: The Interview Process

Learning Outcomes:

• Common HR-related activities often assigned to non-HR managers
• Indexation and extrapolation forecasting methods used to determine staffing needs
• How to conduct a skills inventory, job analysis, and position profile when determining what hiring decisions need to be made to fill vacancies
• The costs associated with, and alternatives to hiring a new employee
• How to create an effective job advertisement
• Different methods for advertising an open position
• An example of a resume screening guide that can be used to evaluate candidates
• The benefits of conducting meaningful job interviews in a welcoming and distraction-free environment
• How the use of behavioural, probing, critical incident technique, and BDI interview questions will help you gain the most complete understanding of a candidate’s skills, competencies, and likely future performance in realistic situations
• How using a candidate rating guide and checking references thoroughly will allow you to hire the best candidate for a job

Course: Management Preparation

Quick Overview

Preparing to become a manager can be a difficult and stressful task if you are not properly prepared. Fortunately, there are skills and strategies that can be used to help make the transition less stressful and more successful. By understanding the foundations of successful management, coupled with an understanding of elements like effective leadership styles, conflict resolution methods, and problem solving techniques, even someone with limited supervisory experience can become a successful manager. This course is approximately 2 hours in duration.
Course Code: MP101

Chapter 1: The Foundation of Successful Management
Chapter 2: Management Skills
Chapter 3: Implementing Management Strategies
Chapter 4: Leadership

Learning Outcomes:

• How to reaffirm your commitment to lifelong learning
• The managerial benefits of personal mastery, values, and vision
• How to foster positive employee mental models and team learning
• The five-step process involved in building shared visions
• How to use systems thinking to improve productivity and performance
• How to break destructive cycles of trust with employees
• How to avoid negative responses when implementing change
• How time-management and influence is used by successful managers
• The benefits of directional and consequential thinking
• Useful relationship-building and coaching techniques for managers.
• Useful tips for problem-solving and stress management
• A useful explanation of SWOT analysis
• How, as a manager, you can use delegation and critical feedback to increase performance and productivity
• Useful strategies for public speaking and communicating with employees
• How to use leadership to strengthen your management techniques
• The benefits and weaknesses of different leadership techniques
• How to challenge, inspire, and encourage your employees

Course: Performance Management
Quick Overview

Effective performance management within an organization can help make the difference between a successful and a failing business or department. By developing effective training and coaching programs, an organization can lay the groundwork for an effective and successful performance management process. Once these foundations have been established, management needs to ensure that the performance management process is activated, evaluated, and reviewed in such a way as to implement the most useful and productive process possible. By doing this, management can help ensure that they are getting the most out of their workforce at all times. This course is approximately 2 hours in duration.
Course Code: PM104

Chapter 1: The Foundation of the Performance Management Process
Chapter 2: Performance Management Preparation
Chapter 3: Performance Management – Activation and Evaluation
Chapter 4: Formal Evaluation

Learning Outcomes:

• The collaborative natures of a shared management strategy
• The three phases of shared management
• Categories of successful learning when setting employee goals
• The four main categories for successful goal setting
• Preparing for the performance management process
• Choosing the right candidate for the job
• Advantages of classroom-based training
• Elements of effective training programs
• Communication methods for improving coaching techniques
• Motivational techniques that can be used to improve performance
• The activation phase of the shared management model
• Conducting ongoing employee evaluations
• Improving performance feedback meetings
• Accepting criticism as a manager
• Different types of formal evaluation
• The components of an effectively conducted formal interview
• Fostering Communication with employees during formal evaluations
• Performance review preparation and follow up
• Properly designing and filling-out performance review forms

Course: Privacy and Data Security – Canada (Optional)

Quick Overview

With the fast-paced proliferation of technology in the workplace it is important to understand the rules, regulations, and laws that govern various aspects of the computer-based workplace. Information privacy and security concerns have become increasingly important, and as a result it is crucial to understand both federal and provincial privacy legislation.
By understanding legislation like the Personal Information Protection and Electronic Documents Act (PIPEDA) and Freedom of Information and Protection of Privacy Act (FIPPA), as well as guidelines surrounding the protection of electronic information, privacy breaches, and employee surveillance, you will be able to appreciate how your job as a contact center agent intersects with both federal and provincial laws. This course is approximately 1 hour in length.
Course Code: PRS200

Learning Outcomes:

• Principles of PIPEDA
• Responsibilities and Accepted Procedures – Privacy Breaches
• Provincial Law

Course: Structure, Culture and Change

Quick Overview

Organizational structures form the building blocks of a company. The work can be divided and coordinated in an orderly manner. From this, organizations develop a culture , which defines what is important and unimportant in the company. Understanding an organization’s culture will help when an organization undergoes changes. Change can be a very difficult, but necessary to ensure survival in the changing market place. In this course, you will have the opportunity to learn about different aspects of organizational structure, corporate culture, and organizational change. This course is approximately 1 hour in length.
Course Code: CUL600

Chapter 1: Organizational Structure
Chapter 2: Organizational Culture
Chapter 3: Organizational Change

Learning Outcomes:

• Gaining an understanding of how work is organized and divided up in an organization
• Different methods of coordinating labour and when each is most likely used
• The elements of organizational culture
• The functions of organizational culture
• How to change and strengthen organizational culture
• An introduction to Lewin’s Force Field Analysis Model and how it relates to organizational change
• The importance of minimizing employee resistance to change and some tips on how to accomplish that
• Two different approaches to examining how well your organization is handling organizational change

Course: Team Environment and Behaviors

Quick Overview

In this course team behaviors and the team environment are discussed. Specific topics covered include the stages of team development, positive team behaviors, team codes of conduct, and communication techniques used by healthy teams. It is important that the team development process and the environment in which teams operate promote collaboration and encouragement. Finally, some clear examples are given of how effective teams behave and communicate. This course is approximately 1 hour in length.
Course Code:TEA401

Learning Outcomes:

• The four stages of team development
• Things to encourage in a team
• Team codes of conduct
• How healthy teams communicate

Course: Verbal Communication For Contact Centers

Quick Overview

The ability to communicate articulately and effectively to varying audiences is a key skill in all professions. This course will help you to develop or refine your verbal communication skills in the use of professional business language and information gathering techniques. This course is approximately 8 hours in length.
Course Code: COM101

Chapter 1: Information Gathering Techniques
Chapter 2: Questioning Techniques
Chapter 3: Speaking Style
Chapter 4: Summarization to Confirm Accuracy

Learning Outcomes:

• Introduction to information gathering
• The purpose of the interview
• Introduction to questioning
• Types of questions
• Contact center practical tips for effective questioning
• Introduction to the voice
• Speaking characteristics
• Telephone voice
• Summarization introduction
• Steps to conversation summarization
• Summarizing technical instructions

Course: Workplace Safety for Employers

Quick Overview

In any workplace, there are many safety hazards that can exist which can be health, biological, chemical, ergonomic, and physical hazards. Accidents and incidents can be difficult to prevent. For this reason, it is important to create a culture of safety; which is a set of values and practices that contribute to keeping everyone safe from harm. This course discusses processes and procedures for the promotion and implementation of a physically safe work environment. This course is approximately 1 hour in duration.
Course Code: SFT403ER

Chapter 1: The Backbone of a Safe Work Organization
Chapter 2: Preventing Accidents
Chapter 3: Accident Management
Chapter 4: More about the Joint Health and Safety Commission
Chapter 5: Creating a Safe Work Environment
Chapter 6: Workplace Safety Inspections
Chapter 7: Accident Investigations

Learning Outcomes:

• Types of workplace hazards
• A culture of safety
• Worker rights
• Joint health and safety committee
• Hazard identification
• Hazard resolution
• Duties of workplace parties
• People at increased risk
• Safety plan basics
• Accidents versus incidents
• Responding to accidents
• Documenting accidents
• Members of the committee
• Meeting structure
• Employer responsibilities
• More employer duties according to the OHSA
• Workplace safety and insurance board (WSIB)
• Implementing a safety program
• Hiring for safety
• Reasons for conducting inspections
• Information needed for inspections
• Types of workplace inspections
• Who can conduct inspections
• Frequency of inspections
• Conducting the inspection
• The inspection report
• Following up after the inspection
• Reasons for accident investigation
• Who should investigate
• Possible causes of accidents
• Collecting the facts
• Analysis & recommendations
• The written report
• Following up after the investigation

Course: Written Communication For Contact Centers

Quick Overview

E-mail, texting, and instant messenger applications for communication are norms in all professions. Without a commitment to strong writing skills, an intended message can be misread or misunderstood. This course on written communication will help you to develop and refine your professional writing skills. This course is approximately 8 hours in length.
Course Code: COM102

Chapter 1: The Importance of Reading & Writing Skills
Chapter 2: Creating Case Notes
Chapter 3: Simplifying Written Communication
Chapter 4: General Business Writing Skills
Chapter 5: Corporate Internal Correspondence

Learning Outcomes:

• Reading skills
• Writing skills
• Introduction to case notes
• Summarizing for case notes
• Creating case notes
• Summarizing written communication
• Steps to summarize written communication
• Writing clearly
• Writing concisely
• Writing completely
• Writing courteously
• Rules for good writing
• The memo
• Email
• Instant messaging

Canada: $2995 plus applicable taxes (per user)
Purchase

USA & All Other Countries: $ 2710 USD (per user)
Purchase

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