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.
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.
TARGET AUDIENCE
All individuals providing customer service
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
• Customer Focus
• Listening
• Technical Skills
