Archives: Courses

Part 2: Examples of Separation

Following up on his last Tech session (“Separation Anxiety – Examining Layer 2 Separation and Trustsec in Cisco Devices“), in this 1-hour session, Eric Smith provides hands-on examples of the different methods of separation in today’s networks.

CCNA Self-Study Topics – Learning Collection

The majority of topics for the CCNA exam are covered in the 5-day class. There are an additional eight topics that are not covered in the class and are considered self-study topics. Skyline’s instructors put together this series of deep dive videos on these topics to help increase your chances of success.

CCNA Composite Lab Builds – Learning Collection

Skyline instructor Jim Goughenour put together this Composite Lab series to help you on your way to CCNA certification. These sessions provide valuable practice in configuring and troubleshooting network devices, services, and function. As a result you will feel more confident answering test questions where a series of show commands or executable commands are presented.

Introduction to Multifactor Authentication – Cisco Duo and a Zero Trust Solution

In this 30 minute session, our Cisco-certified cybersecurity expert, Kenya Thomas, highlights the importance of using MFA to protect yourself and your company from phishing attempts and overall security breaches. He also shares insights gained from developing secure access implementation plans with Cisco Duo’s Zero Trust strategy.

Healthy Mind / Healthy Body

This short video talks about the benefits of regular exercise and meditation and how that ties in to work performance. This video is a small portion of the Dealing With Challenging Customers Tech Session. Be sure to view that video if you are interested in more information on similar topics.

Why Are Some Customers Difficult?

This short video talks about what makes some customers difficult and what they may be looking to get out of the interaction. This video is a small portion of the Dealing With Challenging Customers Tech Session. Be sure to view that video if you are interested in more information on similar topics.

Cultivating a Positive Mental Attitude

This video talks about different ways of cultivating a positive attitude including creating a gratitude journal. This video is a small portion of the Dealing With Challenging Customers Tech Session. Be sure to view that video if you are interested in more information on similar topics.

Dealing With Customers In Person

This brief video gives some tips on how to deal with customers in person including making eye contact and using non-verbal encouragers. This video is a small portion of the Dealing With Challenging Customers Tech Session. Be sure to view that video if you are interested in more information on similar topics.

Building Rapport

This brief video provides tips on how to build rapport with your customers including addressing them by name, using “we” language, and being attentive to silence. This video is a small portion of the Dealing With Challenging Customers Tech Session. Be sure to view that video if you are interested in more information on similar …

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Dealing With Customers Over the Phone

This brief video provides best practices for dealing with customers over the phone which is a very different experience than in-person. This video is a small portion of the Dealing With Challenging Customers Tech Session. Be sure to view that video if you are interested in more information on similar topics.

Stressors

This short video talks about the differences between internal stressors (feeling tired, irritable, etc.) and external stressors (alarm clocks, crowded elevators, etc.). This video is a small portion of the Dealing With Challenging Customers Tech Session. Be sure to view that video if you are interested in more information on similar topics.

Dealing With a Rude Customer

This short video provides some helpful tips on how to deal with a rude customer including remaining calm and reminding the customer that you are there to help them. This video is a small portion of the Dealing With Challenging Customers Tech Session. Be sure to view that video if you are interested in more …

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Offering a Verbal Solution

This brief video explains the best practice of offering a verbal solution which not only diminishes the customer’s anxiety but confirms they are on board. This video is a small portion of the Dealing With Challenging Customers Tech Session. Be sure to view that video if you are interested in more information on similar topics.

Dealing With an Angry Customer

This short video provides some helpful tips on how to deal with an angry customer including not taking their anger personally and being aware of your defense mechanisms. This video is a small portion of the Dealing With Challenging Customers Tech Session. Be sure to view that video if you are interested in more information …

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Customer Follow-Up

This brief video talks about the importance of following up with your customer whether that’s via phone, email, or even a physical letter. This video is a small portion of the Dealing With Challenging Customers Tech Session. Be sure to view that video if you are interested in more information on similar topics.