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| free customer service training by livechat.: Customer Service Training 101 Renee Evenson, 2011 Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition ofCustomer Service Training 101 presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: * Projecting a positive attitude and making a great first impression * Communicating effectively, both verbally and nonverbally * Developing trust, establishing rapport, and making customers feel valued * Confidently handling difficult customers and situations New features include How Do I Measure Up? self-assessments, and Doing It Right examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more. |
| free customer service training by livechat.: Lessons from the Mouse Dennis Snow, 2010-08 Outlines ten practical principles for increasing the effectiveness of any business organization, based on the author's years at Disney World. |
| free customer service training by livechat.: 50 Activities for Achieving Excellent Customer Service Darryl S. Doane, Rose D. Sloat, 2003 Increase the creativity and skill level of customer service representatives, demonstrate what excellent customer service is, provide insights and practice to improve customer service, develop your own organization's bank of customer service learning situations. |
| free customer service training by livechat.: Customer Service Training 101 Renee Evenson, 2017-12-14 This invaluable resource is the training manual you need to give your employees the thorough training, review, and--if necessary--overhaul they need in the vitally important area of customer service. If their interactions with you and your employees were the only things your customers knew about your business, what would they say about it? Would they use descriptions such as “uninformed,” “rude,” “hot-tempered,” “uncaring”? For your customer, nothing else represents your business more than your employees; therefore, nothing is more important than arming them with the knowledge and skills they need to find the best solution for every customer. Using scenarios, guidelines, and practice exercises, Customer Service Training 101 will train them in: Creating positive first impressions Speaking and writing effectively Listening attentively Identifying needs Making customers feel valued Confidently handling customer complaints Your business plan is sound. Your product is needed. Your growth strategies are ground-breaking, but poor customer service can bring it all to a crashing halt. Equip you and your employees with the necessary skills before it’s too late. |
| free customer service training by livechat.: Customer Service Paul R. Timm, 2005 KET BENEFIT: This book ties together the best information from trade books and textbooks, and then adds a clear and usable process for developing the kinds of skills, attitudes, and thinking patterns needed to win customer loyalty. The coverage includes positive attitude, customer turnoffs, dissatisfied customers, customer expectations, customer loyalty, winning telephone techniques, and more. This book is for employees and managers of customer service departments and human resource training departments. |
| free customer service training by livechat.: The Customer Support Handbook Sarah Hatter, Jason Rehmus, 2014-02-04 How do you hire the best support team? What's the best use of social media for support and service? Should we apologize for the inconvenience? The web's leading experts are ready to share our answers and experience with everyone, plus share stories and radical advice for building your own exceptional customer experience. In The Customer Support Handbook, leaders in customer support bring their stories of brand failures, triumphs and best practices for support on the web. Finally, all you need to create your own amazing support team in one handy-dandy manual. If you're a CEO Or Founder:This book is your primer on the future of customer support - not just offering transactional service but intentionally striving to make your company's customer service the new gold standard. Learn about the importance of engaging your customer support team with your product development, how to really measure customer happiness, and why you should be investing in your support staff as your top rung employees. If you're a customer support professional:This book is your validation, your reminder that what you do for a living is an important part of product development and the future of the web. Learn tips and tricks for offering the best customer support possible, including example replies for tough questions, recommendations on better language and tone to use in social media, and advice on handling difficult customers. Customer service is no longer just a job but a bonafide career path, and this book is your undergraduate degree. - Richard White, Founder and CEO of UserVoice |
| free customer service training by livechat.: Customer Service Games for Training Agatha C Hughes, Thomas P Hughes, 2019-11-07 This title was first published in 2011.After World War II, a systems approach to solving complex problems and managing complex systems came into vogue among engineers, scientists, and managers, fostered in part by the diffusion of digital computing power.Enthusiasm for the approach peaked during the Johnson administration, when it was applied to everything from military command and control systems to poverty in American cities. Although its failure in the social sphere, coupled with increasing skepticism about the role of technology and experts in American society, led to a retrenchment, systems methods are still part of modern managerial practice. |
| free customer service training by livechat.: Virtual Reference Services Stacey Kimmel, Jennifer Heise, 2003-09-10 A state-of-the-art guide to virtual reference services! This essential book provides a snapshot of virtual reference (VR) services in all kinds of library settings and discusses the issues, trends, and practices involved in offering this kind of service. The chapters go beyond descriptions of services to offer practical advice and suggestions for product selection, policy setting, technical support, collaborative efforts, staffing, training, marketing, budgeting, evaluation, and administration. Case studies, relevant Web sites, and vendor information are included. An ample selection of tables, figures, and illustrations makes important information easy to access and understand. From the editors: “The purpose of this book is to describe the state of the art in virtual reference services, by which we mean real-time, interactive reference service with a librarian, offered online via chat or videoconferencing. Significant players in virtual reference services have prepared chapters for this book. Some of these address virtual reference as a service trend. Others describe services in a variety of settings, including public, academic, and special libraries. Some focus on one aspect of virtual reference, such as statistics/evaluation, policy setting, or the reference interaction. Our intent is to provide an opportunity for reflection on the impact of virtual reference services on librarians, clients, and libraries, as well as to offer a glimpse of the future.” Virtual Reference Services: Issues and Trends addresses topics that will help institutions and VR professionals provide more effective services. Chapters focus on: the principles and concepts of continuous quality improvement (CQI) for virtual reference, such as the Kano Model of user satisfaction—and how it can help libraries improve their VR services a case study of the adoption of VR service at the Suffolk Cooperative Library System in New York, with emphasis on the benefits of maintaining a user-centered perspective to help inform decisions about procedures and services staff selection, structuring the work environment, scheduling, and other VR issues at a large university library collaborative VR services in the state of New Jersey and the development of the “Q and A NJ” initiative and the experiences of two participating public libraries the development and testing of innnovative software developed through a partnership with a high tech company statewide and regional VR collaboration in Florida, with a comprehensive and detailed overview of that state's VR initiatives post-implementation issues such as high call volume, difficult users, training and quality assessment, and service improvement a report from a medical/dental library participating in a multitype library collaborative VR service—with insights on budgeting, training, administration/coordination, morale, marketing, user reaction, and how a health sciences library contributes to (and benefits from) this kind of initiative VR services at The Boeing Corporation a model and framework for collecting and making use of statistical data in a VR service, with AskERIC's implementation as an example the nature of the user-librarian VR interaction, with an insightful analysis of chat transcripts from Carnegie Mellon University how users interact with various services offered on library Web pages, with an illuminating comparison of the use of the library Web site search tool at Southern Illinois University-Carbondale vs. the use of the VR service available on that site |
| free customer service training by livechat.: BUSINESS Essential Bloomsbury Publishing, 2015-03-20 The abridged, updated edition of international bestseller BUSINESS: The Ultimate Resource. This essential guide to the world of work and careers is crammed with top-quality content from the world's leading business writers and practitioners. Now in a handy paperback format, it is ideal for time-pressed managers, small business owners and students alike. A free eBook will be available for purchasers of the print edition. This book includes: Actionlists: more than 200 practical solutions to everyday business and career challenges, from revitalising your CV to managing during difficult times. Management library: time-saving digests of more than 70 of the best and most influential business books of all time, from The Art of War to The Tipping Point. We've read them so you don't have to. Best Practice articles: a selection of essays from top business thinkers. Business Dictionary: jargon-free definitions of thousands of business terms and concepts. Gurus: explanations of the lives, careers, and key theories of the world's leading business thinkers |
| free customer service training by livechat.: Business 布卢姆斯伯里出版公司, 2003 责任者取自版权页。 |
| free customer service training by livechat.: The Lost Art of Running Shane Benzie, Tim Major, 2020-08-20 'Heads up – here's how to run like a pro' - The Times 'A fascinating book' - Adharanand Finn, author of Running With the Kenyans 'I'm convinced that Shane's insights were were instrumental in me winning the Marathon des Sables for a second time' - Elisabet Barnes, coach and athlete 'Shane is the Indiana Jones of the running world' - Damian Hall, ultra marathon runner 'You can't but help go out the door for your next run and try to put it all into practice' - Nicky Spinks, endurance runner The Lost Art of Running is an opportunity to join running technique analyst coach and movement guru Shane Benzie on his journey across five continents as he trains with and analyses the running style of some of the most gifted athletes on the planet. Part narrative, part practical, this adventure takes you to the foothills of Ethiopia and the 'town of runners'; to the training grounds of world-record-holding marathon runners in Kenya; racing across the Arctic Circle and the mountains of Europe, through the sweltering sands of the Sahara and the hostility of a winter traverse of the Pennine Way, to witness the incredible natural movement of runners in these environments. Along the way, you will learn how to incorporate natural movement techniques into your own running and hear from some of the top athletes that Shane has coached over the years. Whether experienced or just tackling your first few miles, this groundbreaking book will help you discover the lost art of running. |
| free customer service training by livechat.: The Effortless Experience Matthew Dixon, Nick Toman, Rick DeLisi, 2013-09-12 Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked. |
| free customer service training by livechat.: Virtual Reference Training Buff Hirko, Mary Bucher Ross, 2004-03-29 Provides librarians with the resources needed to help their patrons use virtual reference sources, with hands-on learning activities, exercises, and assessment tools. |
| free customer service training by livechat.: Exceptional Service, Exceptional Profit Leonardo Inghilleri, Micah Solomon, 2010-04-14 What if you could protect your business against competitive inroads, once and for all? Customer service experts Leonardo Inghilleri and Micah Solomon's anticipatory customer service approach was first developed at The Ritz-Carlton as well as at Solomon's company Oasis, and has since proven itself in countless companies around the globe--from luxury giant BVLGARI to value-sensitive auto parts leader Carquest and everywhere in between. Their experience shows that the most powerful growth engine in a tight market--and best protection from competitive inroads--is to put everything you can into cultivating true customer loyalty. Exceptional Service, Exceptional Profit takes the techniques that minted money for these brands and reveals how you can apply them to your own business to provide the kind of exceptional service that nearly guarantees loyalty. Soon, you'll be reaping the benefits of loyal customers who are: less sensitive to price competition, more forgiving of small glitches, and, ultimately, who are walking billboards happily promoting your brand. Filled with detailed, behind-the-scenes examples, Exceptional Service, Exceptional Profit unlocks a new level of customer relationship that leaves your competitors in the dust, your customers coming back day after day, and your bottom line looking better than it ever has before. |
| free customer service training by livechat.: THE CREDIT COUNSELING BUSINESS Advocate Apurva Bhagat, 2024-05-15 The book is a final version of our previous two books, The Indian Credit Reporting System and Improove Your Credit Health. However, the book is different from the previous two because this is more specific on credit counseling and repair business. The book is divulging some of the key points: The nobility of credit counseling and repair business The credit counseling and repair business in global The credit counseling and repair business in India The basic of starting a credit counseling and repair business In-depth understanding of credit terminologies Frequently Asked Questions to resolve concerns |
| free customer service training by livechat.: Ask a Manager Alison Green, 2018-05-01 From the creator of the popular website Ask a Manager and New York’s work-advice columnist comes a witty, practical guide to 200 difficult professional conversations—featuring all-new advice! There’s a reason Alison Green has been called “the Dear Abby of the work world.” Ten years as a workplace-advice columnist have taught her that people avoid awkward conversations in the office because they simply don’t know what to say. Thankfully, Green does—and in this incredibly helpful book, she tackles the tough discussions you may need to have during your career. You’ll learn what to say when • coworkers push their work on you—then take credit for it • you accidentally trash-talk someone in an email then hit “reply all” • you’re being micromanaged—or not being managed at all • you catch a colleague in a lie • your boss seems unhappy with your work • your cubemate’s loud speakerphone is making you homicidal • you got drunk at the holiday party Praise for Ask a Manager “A must-read for anyone who works . . . [Alison Green’s] advice boils down to the idea that you should be professional (even when others are not) and that communicating in a straightforward manner with candor and kindness will get you far, no matter where you work.”—Booklist (starred review) “The author’s friendly, warm, no-nonsense writing is a pleasure to read, and her advice can be widely applied to relationships in all areas of readers’ lives. Ideal for anyone new to the job market or new to management, or anyone hoping to improve their work experience.”—Library Journal (starred review) “I am a huge fan of Alison Green’s Ask a Manager column. This book is even better. It teaches us how to deal with many of the most vexing big and little problems in our workplaces—and to do so with grace, confidence, and a sense of humor.”—Robert Sutton, Stanford professor and author of The No Asshole Rule and The Asshole Survival Guide “Ask a Manager is the ultimate playbook for navigating the traditional workforce in a diplomatic but firm way.”—Erin Lowry, author of Broke Millennial: Stop Scraping By and Get Your Financial Life Together |
| free customer service training by livechat.: Hug Your Haters Jay Baer, 2016-03 Includes a detachable folded poster of The Hatrix. |
| free customer service training by livechat.: The Compassionate Geek Don R. Crawley, Paul R. Senness, 2011-05-05 Note: There is a newer version of this book available. Please look up ISBN 978-0983660736. A real-world, plain-language how-to guide for delivering amazing customer service to end-users. Now in its second edition, The Compassionate Geek was written by tech people for tech people. There are no frills, just best practices and ideas that actually work! Filled with practical tips, best practices, and real-world techniques, The Compassionate Geek is a quick read with equally fast results. Here's what you'll find: Best practices for communicating with email, including examples The four intrinsic qualities of great service providers Best practices for communicating using chat and texting Ten tips for being a good listener Two practical ways to keep your emotions in check A flow chart for handling user calls What to do when the user is wrong How to work with the different generations in the workplace All of the information is presented in a straightforward style that you can understand and use right away. There's nothing foo-foo, just down-to-earth tips and best practices learned from years of working with IT pros and end-users. |
| free customer service training by livechat.: Managing Marketing Performance Helen Meek, 2006 Elsevier/Butterworth-Heinemann's 2006-07 CIM Coursebook series offers you the complete package for exam success. Fully reviewed by CIM and updated by the examiner, the coursebook offers everything you need to keep you on course Written by experts in the field and the CIM Senior Examiner, fully endorsed by CIM and independently reviewed. Each text is crammed with a range of learning objectives, cases, questions, activities, definitions, study tips and summaries to support and test your understanding of the theory Contains past examination papers and examiners' reports to enable you to practise what has been learned and help prepare for the exam |
| free customer service training by livechat.: Electronic Performance Support Professor Paul van Schaik, Professor Philip Barker, 2012-10-01 Despite ubiquitous powerful technologies such as networked computers, global positioning systems, and cell phones; human failures in decision-making and performance continue to have disastrous consequences. Electronic Performance Support: Using Digital Technology to Enhance Human Ability, reminds everyone involved in education, training, human performance engineering, and related fields of the enormous importance of this area. Ironically, the more complex technology becomes, the more performance support may be needed, and that's why the extraordinary expertise shared in this book is especially valuable. The authors emphasize the psychological aspects of performance support, the fundamental limitations of human memory, perception, cognition, conation, and psychomotor skills and how they can be reduced through electronic performance support, as one of the most important pursuits of this century. Readers will find the material presented extremely useful because of its generic basis – which underlines much of the contemporary use of electronic technology for supporting people who are engaged in problem-solving activities. At the same time, the book gives examples of the application of electronic performance support in a number of specific domains. Possible future developments for electronic performance support are also discussed. The technological challenges we face today, both globally and locally, are more urgent than most people seem willing to acknowledge, and there is no time to waste putting the ideas expressed in this book into action. |
| free customer service training by livechat.: Empathy Roman Krznaric, 2014-11-04 Discover the Six Habits of Highly Empathic People A popular speaker and co-founder of The School of Life, Roman Krznaric has traveled the world researching and lecturing on the subject of empathy. In this lively and engaging book, he argues that our brains are wired for social connection. Empathy, not apathy or self-centeredness, is at the heart of who we are. By looking outward and attempting to identify with the experiences of others, Krznaric argues, we can become not only a more equal society, but also a happier and more creative one. Through encounters with groundbreaking actors, activists, designers, nurses, bankers and neuroscientists, Krznaric defines a new breed of adventurer. He presents the six life-enhancing habits of highly empathic people, whose skills enable them to connect with others in extraordinary ways – making themselves, and the world, more truly fulfilled. |
| free customer service training by livechat.: Computerworld , 1998-06-15 For more than 40 years, Computerworld has been the leading source of technology news and information for IT influencers worldwide. Computerworld's award-winning Web site (Computerworld.com), twice-monthly publication, focused conference series and custom research form the hub of the world's largest global IT media network. |
| free customer service training by livechat.: Powerful Phrases for Effective Customer Service Renee Evenson, 2012 Let's face it, dealing with customers isn't easy. They aren't always right--or even pleasant. But experienced business author Renée Evenson ensures you always have the right words to defuse tense interactions. In Powerful Phrases for Effective Customer Service, she covers thirty challenging customer behaviors and twenty common employee-caused negative encounters to teach readers how to assess circumstances, choose one of many appropriate responses, and confidently and consistently deliver customer satisfaction. Helpful sample scenarios and tangible instructions bring the phrases to life, while detailed explanations bolster your confidence so that you'll have the right words as tools at your disposal and the skills to take action and deliver those words effectively. Practical and insightful, Powerful Phrases for Effective Customer Service ensures you'll never again be at a loss for what to say to customers. By incorporating language that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation, you'll not only be capable of overcoming obstacles--you'll strengthen all facets of your customer service. |
| free customer service training by livechat.: The Best Service is No Service Bill Price, David Jaffe, 2011-09-14 In this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a company does something wrong—eliminating the need for service is the best way to satisfy customers. To be successful, companies need to treat service as a data point of dysfunction and figure what they need to do to eliminate the demand. The Best Service Is No Service outlines these seven principles to deliver the best service that ultimately leads to no service: Eliminate dumb contacts Create engaging self-service Be proactive Make it easy to contact your company Own the actions across the company Listen and act Deliver great service experiences |
| free customer service training by livechat.: Services Marketing Christopher Lovelock, Paul Patterson, 2015-05-20 Services Marketing is well known for its authoritative presentation and strong instructor support. The new 6th edition continues to deliver on this promise. Contemporary Services Marketing concepts and techniques are presented in an Australian and Asia-Pacific context. In this edition, the very latest ideas in the subject are brought to life with new and updated case studies covering the competitive world of services marketing. New design features and a greater focus on Learning Objectives in each chapter make this an even better guide to Services Marketing for students. The strategic marketing framework gives instructors maximum flexibility in teaching. Suits undergraduate and graduate-level courses in Services Marketing. |
| free customer service training by livechat.: Customer Relationship Management Roger J. Baran, Robert J. Galka, 2016-12-08 This book balances the behavioral and database aspects of customer relationship management, providing students with a comprehensive introduction to an often overlooked, but important aspect of marketing strategy. Baran and Galka deliver a book that helps students understand how an enhanced customer relationship strategy can differentiate an organization in a highly competitive marketplace. This edition has several new features: Updates that take into account the latest research and changes in organizational dynamics, business-to-business relationships, social media, database management, and technology advances that impact CRM New material on big data and the use of mobile technology An overhaul of the social networking chapter, reflecting the true state of this dynamic aspect of customer relationship management today A broader discussion of the relationship between CRM and the marketing function, as well as its implications for the organization as a whole Cutting edge examples and images to keep readers engaged and interested A complete typology of marketing strategies to be used in the CRM strategy cycle: acquisition, retention, and win-back of customers With chapter summaries, key terms, questions, exercises, and cases, this book will truly appeal to upper-level students of customer relationship management. Online resources, including PowerPoint slides, an instructor’s manual, and test bank, provide instructors with everything they need for a comprehensive course in customer relationship management. |
| free customer service training by livechat.: CIM Coursebook 06/07 Managing Marketing Performance Roger Palmer, Richard Meek, Lynn Parkinson, Helen Meek, 2012-06-14 Elsevier/Butterworth-Heinemann's 2006-07 CIM Coursebook series offers you the complete package for exam success. Fully reviewed by CIM and updated by the examiner, the coursebook offers everything you need to keep you on course |
| free customer service training by livechat.: Google Search Ads 360 Certification , 2024-10-26 Designed for professionals, students, and enthusiasts alike, our comprehensive books empower you to stay ahead in a rapidly evolving digital world. * Expert Insights: Our books provide deep, actionable insights that bridge the gap between theory and practical application. * Up-to-Date Content: Stay current with the latest advancements, trends, and best practices in IT, Al, Cybersecurity, Business, Economics and Science. Each guide is regularly updated to reflect the newest developments and challenges. * Comprehensive Coverage: Whether you're a beginner or an advanced learner, Cybellium books cover a wide range of topics, from foundational principles to specialized knowledge, tailored to your level of expertise. Become part of a global network of learners and professionals who trust Cybellium to guide their educational journey. www.cybellium.com |
| free customer service training by livechat.: A Complete Guide to Training Library Staff Emily Leachman, A. Garrison Libby, 2024-11-14 This practical guidebook presents an infrastructure for training library staff, starting with a robust onboarding process and continuing through a staff member's entire duration at an institution. Because library services and resources can change rapidly, ongoing training is an important aspect of library operations. Training can be a particular challenge at large, multi-branch library systems, because it can be difficult to ensure all staff are able to receive the relevant information. Written for library managers and training leaders, A Complete Guide to Training Library Staff presents a comprehensive lifecycle for staff development with a focus on tools and techniques to build a sustainable training program, set staff up for success in their positions, and develop a positive and supportive community across the library. Authors Emily Leachman and A. Garrison Libby spearheaded their library's movement to largely online trainings, which are inclusive of staff at all branch locations. This practical guidebook helps managers and trainers develop a comprehensive plan that allows new staff to quickly become acquainted with the operations of the library, provides ongoing training to make staff aware of new procedures and services, and creates a collaborative and supportive training environment to empower staff to learn and lead. |
| free customer service training by livechat.: Certified Ethical Hacker Complete Training Guide with Practice Questions & Labs: IPSpecialist, Certified Ethical Hacker v10 Exam 312-50 Latest v10. This updated version includes three major enhancement, New modules added to cover complete CEHv10 blueprint. Book scrutinized to rectify grammar, punctuation, spelling and vocabulary errors. Added 150+ Exam Practice Questions to help you in the exam. CEHv10 Update CEH v10 covers new modules for the security of IoT devices, vulnerability analysis, focus on emerging attack vectors on the cloud, artificial intelligence, and machine learning including a complete malware analysis process. Our CEH workbook delivers a deep understanding of applications of the vulnerability analysis in a real-world environment. Information security is always a great challenge for networks and systems. Data breach statistics estimated millions of records stolen every day which evolved the need for Security. Almost each and every organization in the world demands security from identity theft, information leakage and the integrity of their data. The role and skills of Certified Ethical Hacker are becoming more significant and demanding than ever. EC-Council Certified Ethical Hacking (CEH) ensures the delivery of knowledge regarding fundamental and advanced security threats, evasion techniques from intrusion detection system and countermeasures of attacks as well as up-skill you to penetrate platforms to identify vulnerabilities in the architecture. CEH v10 update will cover the latest exam blueprint, comprised of 20 Modules which includes the practice of information security and hacking tools which are popularly used by professionals to exploit any computer systems. CEHv10 course blueprint covers all five Phases of Ethical Hacking starting from Reconnaissance, Gaining Access, Enumeration, Maintaining Access till covering your tracks. While studying CEHv10, you will feel yourself into a Hacker’s Mindset. Major additions in the CEHv10 course are Vulnerability Analysis, IoT Hacking, Focused on Emerging Attack Vectors, Hacking Challenges, and updates of latest threats & attacks including Ransomware, Android Malware, Banking & Financial malware, IoT botnets and much more. IPSpecialist CEH technology workbook will help you to learn Five Phases of Ethical Hacking with tools, techniques, and The methodology of Vulnerability Analysis to explore security loopholes, Vulnerability Management Life Cycle, and Tools used for Vulnerability analysis. DoS/DDoS, Session Hijacking, SQL Injection & much more. Threats to IoT platforms and defending techniques of IoT devices. Advance Vulnerability Analysis to identify security loopholes in a corporate network, infrastructure, and endpoints. Cryptography Concepts, Ciphers, Public Key Infrastructure (PKI), Cryptography attacks, Cryptanalysis tools and Methodology of Crypt Analysis. Penetration testing, security audit, vulnerability assessment, and penetration testing roadmap. Cloud computing concepts, threats, attacks, tools, and Wireless networks, Wireless network security, Threats, Attacks, and Countermeasures and much more. |
| free customer service training by livechat.: The Thank You Economy (Enhanced Edition) Gary Vaynerchuk, 2011-03-08 If this were 1923, this book would have been called Why Radio Is Going to Change the Game . . . If it were 1995, it would be Why Amazon Is Going to Take Over the Retailing World . . . The Thank You Economy is about something big, something greater than any single revolutionary platform. It isn't some abstract concept or wacky business strategy—it's real, and every one of us is doing business in it every day, whether we choose to recognize it or not. It's the way we communicate, the way we buy and sell, the way businesses and consumers interact online and offline. The Internet, where the Thank You Economy was born, has given consumers back their voice, and the tremendous power of their opinions via social media means that companies and brands have to compete on a whole different level than they used to. Gone are the days when a blizzard of marketing dollars could be used to overwhelm the airwaves, shut out the competition, and grab customer awareness. Now customers' demands for authenticity, originality, creativity, honesty, and good intent have made it necessary for companies and brands to revert to a level of customer service rarely seen since our great-grandparents' day, when business owners often knew their customers personally, and gave them individual attention. Here renowned entrepreneur Gary Vaynerchuk reveals how companies big and small can scale that kind of personal, one-on-one attention to their entire customer base, no matter how large, using the same social media platforms that carry consumer word of mouth. The Thank You Economy offers compelling, data-driven evidence that we have entered into an entirely new business era, one in which the companies that see the biggest returns won't be the ones that can throw the most money at an advertising campaign, but will be those that can prove they care about their customers more than anyone else. The businesses and brands that harness the word-of-mouth power from social media, those that can shift their culture to be more customer-aware and fan-friendly, will pull away from the pack and profit in today's markets. Filled with Vaynerchuk's irrepressible candor and wit, as well as real-world examples of companies that are profiting by putting Thank You Economy principles into practice, The Thank You Economy reveals how businesses can harness all the changes and challenges inherent in social media and turn them into tremendous opportunities for profit and growth. |
| free customer service training by livechat.: Drupal Cindy McCourt, 2011-07-12 A complete lifecycle guide to planning and building a site with Drupal Drupal allows you to quickly and easily build a wide variety of web sites, from very simple blog sites to extremely complex sites that integrate with other systems. In order to maximize what Drupal can do for you, you need to plan. Whether you are building with Drupal 6 or 7, this book details the steps necessary to plan your site so you can make informed decisions before you start to build. Explains how to define the scope of your project Shows you how to create a design plan taking into consideration how Drupal works Helps you make informed decisions regarding development methodologies, environments, standards, and site security Reviews ways to assess the use of existing and/or custom Drupal modules Teaches you how to avoid common pitfalls that can impact a successful site launch Walks you through preparing for post-launch site maintenance and management tasks Details incorporating the nature of open source systems into your management strategies Identifies ways to interact with members of the Drupal community The processes and techniques provided in this book will empower you to create a successful and sustainable site with Drupal. |
| free customer service training by livechat.: Contemporary Business Louis E. Boone, David L. Kurtz, 2011-07-26 Contemporary Business 14th Edition gives students the business language they need to feel confident in taking the first steps toward becoming successful business majors and successful business people. With new integrated E-Business context throughout the text, it provides a new approach. Another addition is the Green Business boxes in every chapter to provide student's with more Green Business information. All of the information provided is put together in a format easy for all students to understand, allowing for a better grasp of the information. |
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| free customer service training by livechat.: Web-Based Training Margaret Driscoll, 2010-04-15 This all-new edition of Web-Based Training is filled withpractical charts, tables, and checklists that shows you how todesign winning training programs for delivering instruction on theWeb. Well grounded in the time-tested principles of greatinstructional design and adult education, Web-Based Trainingtakes a step back from the whirlwind of technical guides and offersa extensively-researched handbook. For everyone seeking to learnmore about the subject, Driscoll gives you illustrative examplesfrom a wide range of organizations large and small. Note: CD-ROM/DVD and other supplementary materials arenot included as part of eBook file. |
| free customer service training by livechat.: The 6Ds Workshop Online Workshop Participant Workbook Andy Jefferson, Roy V. H. Pollock, Calhoun W. Wick, 2013-07-29 The workbook is organized by the four sessions of the web workshop: Session 1: Introduction to the workshop D1: Define Business Outcomes D6: Document Results Intersession Assignments Session 2: D2: Design the Complete Experience D3: Deliver for Application Intersession Assignments Session 3: D4: Drive Learning Transfer D5: Deploy Performance Support Action Planning Intersession Assignments Session 4: Achievement Stories Recap Plans to Sustain Progress |
| free customer service training by livechat.: Computerworld , 2000-05-29 For more than 40 years, Computerworld has been the leading source of technology news and information for IT influencers worldwide. Computerworld's award-winning Web site (Computerworld.com), twice-monthly publication, focused conference series and custom research form the hub of the world's largest global IT media network. |
| free customer service training by livechat.: Automate It with Zapier and Generative AI Kelly Goss, 2023-08-25 Strategize and create automated business workflows with Zapier, including AI-integrated functionalities such as the ChatGPT plugin and the OpenAI integration, to minimize repetitive tasks without using code Key Features Discover the newest Zapier features including OpenAI integration and the ChatGPT plugin Explore expert tips and real-life examples to connect 6000+ business apps and automate tasks with Zapier Learn how to manage your account effectively and troubleshoot problems with your Zaps Purchase of the print or Kindle book includes a free PDF eBook Book DescriptionOrganizations experience significant issues with productivity when dealing with manual and repetitive tasks. Automate it with Zapier and Generative AI, second edition has been extensively revised to help you analyze your processes and identify repetitive tasks that can be automated between 6000+ cloud-based business applications. This book includes all Zapier’s newest features such as AI functionality using the ChatGPT plugin, drafts, reordering and duplicating steps and paths, subfolders and version history, as well as built-in apps such as Looping, Sub-Zap, Interfaces, Tables, and Transfer. The chapters also contain examples covering various use cases sourced from the Zapier user community. You'll learn how to implement automation in your organization along with key principles and terminology, and take the first steps toward using Zapier. As you advance, you'll learn how to use Zapier’s native functionality and all 27 built-in apps such as Filter, Paths, Formatter, Digest, and Scheduler to enable you to build multi-step Zaps. You’ll also discover how to manage your Zapier account effectively, as well as how to troubleshoot technical problems with your workflows, and use the OpenAI integration to automate AI tasks. By the end of this book, you'll be able to automate your manual and repetitive tasks using Zapier.What you will learn Think outside the box to simplify business workflows and solve productivity problems Strategize how to optimally structure and build your workflow automation in Zapier to prevent errors and excessive task usage Explore the latest built-in apps including Transfer, Interfaces, Tables, Looping, Sub-Zap, and the ChatGPT plugin Discover how to use AI-integrated apps and features with automation Create complex multi-step Zaps using logic, formatting, and calculations Effectively manage your account and troubleshoot problems with your Zaps Who this book is forThis book is for business owners, operations managers, and teams in micro, small, or medium-sized businesses looking at automating repetitive tasks and increasing their productivity using Zapier and AI-integrated features. Service providers offering digital process improvement, systemization, and automation services to their clients such as solutions architects, process consultants, business analysts, virtual assistants, CRM consultants, OBMs, bookkeepers and accountants will find this book extremely useful. Suitable for new and experienced Zapier users. |
| free customer service training by livechat.: Hygge in the Early Years Kimberly Smith, 2017-12-20 Hygge in the Early Years! Pronounced hue-guh is a Danish approach to life that focuses on living in the moment and enjoying every minute. It's not about having to buy new things but simply taking the time to enjoy the special every day moments we have. This book will look at how we can embed a little bit more hygge in our day to day teaching and learning with the children and also for ourselves to improve wellbeing and work life balance. |
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