Center for Business & Technology

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The Technical Side of
Customer Service

(ZMNG-035)

The Center for Business and Technology (CBT) is very pleased to join with the Employers Association of the NorthEast (EANE) to offer this workshop designed for both large and small companies. EANE members should inquire about special discounts.

Target Audience

All individuals providing customer service

Course Description

Anyone who provides customer service knows that using the telephone or a computer to provide customer service has become routine. It often completely changes the nature of customer interactions. Managing and utilizing technology while providing customer service has become required skill for successful CSP’s.

Learning Objectives

Define standards of excellent telephone, email and computer use while providing customer service
Learn how to create a positive first impression on the telephone with customers
Skill practice on professional telephone technique
Recognizing and managing caller behavior
Practice techniques for dealing with difficult situations on the telephone
Develop rapport building strategies for customers while using computers
Mastering email as a customer service tool

Competencies