Continuing and Innovative Education Centennial
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Nothing is more critical to organizational success than acquiring and keeping customers and colleagues, all of which require clear communication and strong customer skills. Effective professionals need to be adept in a variety of verbal, nonverbal, and written skills. They also need to develop interpersonal skills that will enable them to cope with conflict and difficult coworkers and customers. It's important to build rapport with customers using a variety of skills, including listening, vocal cueing, and problem solving. In addition, management must foster a culture that focuses on eliciting and satisfying external and internal customer needs.

Customer Service and Sales


Nothing is more critical to organizational success than acquiring and keeping customers and colleagues, all of which require clear communication and strong customer skills. Effective professionals need to be adept in a variety of verbal, nonverbal, and written skills. They also need to develop interpersonal skills that will enable them to cope with conflict and difficult coworkers and customers. It's important to build rapport with customers using a variety of skills, including listening, vocal cueing, and problem solving. In addition, management must foster a culture that focuses on eliciting and satisfying external and internal customer needs.

Programs in this category:

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Sales Negotiations
Fee: $199.00
Program #: SS07706

Effective sales negotiation skills are essential for any successful sales professional. This course provides direction on how to use a strategic negotiation process to strike effective, long lasting, and profitable sales agreements with your customers.  This course provides detailed instructions on how to use concessions to achieve agreement during a sales negotiation. This course provides instruction on the following barriers to agreement: deadlock situations, a customer who doesn’t trust you, and negotiation tactics designed to force your price down. It also covers strategies for overcoming each of these barriers, and it provides an opportunity to practice the strategies in a realistic simulation.

Estimated Course Hours: 3.0

Target Audience: Sales professionals who want to develop or refine their sales negotiation skills

Continuing Education : 0.3
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Sales Foundations
Fee: $299.00
Program #: SS07676

Sales is arguably the most important function in any business, yet it is one of the most difficult areas to master and manage successfully. This course outlines the roles and responsibilities of the Sales Department, what makes for effective sales, and the trends affecting sales today, Importance of the sales cycle and how it affects sales planning and business development. It outlines the roles and responsibilities of the Sales Department, what makes for effective sales, and the trends affecting sales today. The course also provides insight into the importance of the sales cycle and how it affects sales planning and business development. You will learn techniques for negotiating during a sale, handling objections, and successfully closing a sale. It also provides advice on how to avoid some common sales mistakes.

Estimated Course Hours: 8.0

Target Audience: Individuals who want to gain knowledge in basic sales techniques and anyone who wants to develop or refine their existing sales skills.

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Inbound Call Center Management
Fee: $99.00
Program #: SS07590

Inbound Call Centers can make or break an organization. Call center employees are usually the major, or only, contact customers have with your organization. This program shows ways to create a strong call center that not only handles customer concerns, but can also generate revenue and be a role in the financial success of the company. In these courses, you will learn how to manage a call center successfully by becoming well-versed in current and future call center technology, learning motivating techniques for call center team members, hiring the right people, and creating call center performance metrics. This program includes several short programs that focus on issues specific to call centers such as efficiency, hiring, absenteeism, reward incentives, and more.

Estimated Course Hours: 0.7

Target Audience: Call Center Representatives, Supervisors and Managers

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Customer Service Representative Professionalism
Fee: $695.00
Program #: SS07696

This course will familiarize the individual with the basic role of the CSR. Best practices, personal accountability, enhancing the image of the organization, and the work environment are covered. This course will familiarize the learner with the underlying benefits and skills needed to establish team and customer relationships like teamwork, avoiding communication breakdown, effective communication skills etc. This course is intended to show the proper methods needed to resolve conflicts, manage time, and manage stress. This course shows proper procedures and processes on how to properly support a customer, how to provide accurate documentation, build rapport with customers,  how to handle difficult customers and also incident management, customer service over phone etc. This course explores strategies used to shape the direction of customer service in your organization including defining moments of truth, the creation and implementation of quantifiable service standards and methods of evolving your customer strategy to meet the changing needs of your customers.

Estimated Course Hours: 43.5

Target Audience: Individuals who want to develop or refresh their customer service skills

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Continuing and Innovative Education at The University of Texas at Austin
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