Managing Customer Service
Instructor: Tony Swaim
As a manager, you probably interact with customer service personnel every day. But are you empowering your organization with quality customer service suggestions? In this six-week online course, you’ll discover the dynamite methods for bringing out the best in your team, measuring customer service, and learning what you need to do to anticipate the needs of your reps and your customers. As an added bonus, you’ll unlock the power of leading by example and setting new trends for customer service in your growing business.

You may already understand that top-notch customer service begins with knowing your customers and their needs, but do you know how to evaluate those customers, or better yet, what to do with the data once you have it? We’ll take a look at that, as well as identify how your customer service stacks up right now, and how you can build on even the sharpest of service policies. Plus, learn how to communicate, resolve complaints, and foster winning traits in each of your reps, all in six easy weeks. Fee: $89. Preview this course at www.ed2go.com/uwfdl. Select one of these dates to begin this six week class: S September 16, October 21, November 11, December 9, January 20, February 17, March 17, April 21, May 19.

Six Sigma: Total Quality Applications
Instructor: Tony Swaim
Learn how to effectively apply the elements and methods of Six Sigma. Understand how more than 25 tools and methods relate to the DMAIC (define, measure, analyze, improve, and control) model. Determine the relationship of basic statistics to Six Sigma and learn about the Six Sigma business case including strategic planning, the voice of the customer (VOC), quality function deployment (QFD), benchmarking, and financial investment methods. Discover how to use brainstorming, Pareto charts, and critical to quality help define processes, problems, and opportunities. Master the use of other key tools such as cause and effect diagrams, check sheets, scatter diagrams, failure mode and effects analysis (FMEA), and force field analysis.

In this six-week online course, you will learn how to apply the DMAIC model each step of the way. You’ll learn how to define, plan, implement, and close a Six Sigma project. You’ll also know how to use process capability and how to apply lean thinking. And you’ll understand the basics of advanced Six Sigma tools such as sampling, design of experiments (DOE), analysis of variance (ANOVA), hypothesis testing, control charts, and probability distributions.

This course will help you prepare for the internationally-recognized Six Sigma Black Belt and Quality Manager Exams offered by the American Society for Quality® (ASQ®). Fee: $89. Preview this course at www.ed2go.com/uwfdl. Select one of these dates to begin this six week class: September 16, October 21, November 11, December 9, January 20, February 17, March 17, April 21, May 19.

Six Sigma: Total Quality Fundamentals
Instructor: Tony Swaim
Learn how to effectively apply the fundamentals of total quality. Understand what quality is and learn about the history of the quality movement. Discover the role of customers in quality and determine the major elements of a quality system. Master key concepts such as the cost of nonquality, variation, and total employee involvement (TEI). Increase your value to your company by learning about various motivational models, leadership, and teamwork. Determine how to effectively apply quality standards by creating and implementing internal and external auditing activities. Learn the ins and outs of ISO 9000, ISO 14000, and the Malcolm Baldrige National Quality Award.

In this six-week online course, you will learn how successful organizations apply quality to their everyday activities. You will find out how to use teamwork to make the most of employees’ abilities and potential. I will help you manage the process of change, reduce customer complaints, and increase customer service. You will learn of a number of quality fallacies and how to lessen their impact. Fee: $89. Preview this course at www.ed2go.com/uwfdl. Select one of these dates to begin this six week class: September 16, October 21, November 11, December 9, January 20, February 17, March 17, April 21, May 19.


Online classes, more than 300 of them, usually begin the third Wednesday of every month.