ITM ServShop

Internal Customer Service or Employees are Customers too.

All of us have visited our local large retailers. You know the ones, the Mega-Marts. I had an experience at one recently that brought out issues of customer service. Not the obvious issues regarding the shopping customer but the issues with the employee customer. This has to do with Internal Customer Service.

Please take the time to read my article, “Customer Service in a Retail Environment” at the ITM ServShop website. If you have any interest in customer service or employee relations, this is a good read.

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A great many people looking for upgrades to their certifications think primarily about instructor led classes. Typically delivered in a brick and mortar location. Sometimes in seminar form in some hotel’s meeting room or suite. A number of us just don’t always have the time to cut out of our daily schedule to attend instructor led classes. Granted, the best method for delivering knowledge is to go to school and receive the information from an instructor. But sometimes that just can’t happen.

As an alternative, people are looking today towards Computer Based Training. CBT’s are lessons, usually on CD, delivering the information using today’s multimedia technology. There is also a concept called eLearning. You subscribe to the classes you wish to take and pay a fee. You are given a login to a website and you learn at your own pace. Remember the self-paced education that you got from schools like CIE and others with the little subject books and the test in the back? Well, eLearning is a little like that only on the Internet instead of using those little subject books. Many people like this method because they can start and stop their lessons whenever they choose.

CBT’s do the same thing except the learning is self contained on the CD. You don’t need a high speed internet connection. Just a computer with a CD drive on board. The content is quite similar. It’s just a matter of taste. One of the benefits of the CBT is that you own the CD. Your eLearning subscription can run out before you’re finished with the product.

In any case, just remember that if you need more education for continuing in your profession, CBT’s and eLearning are viable alternatives to schools. There are many providers out there. You can learn just about any technical skill, especially in IT, from their catalogs.