Customer Service Excellence
(ZMNG-321)
More than anyone or anything else, your customer service staff is
the face and voice of your company. Increase the professionalism of
your employees and improve the reputation of your business and
improve your bottom line by improving how you provide service to
your customers.
This program will provide customer service professionals with the
skills and knowledge to achieve excellence in customer service and
create satisfied, loyal customers who become walking, talking
advertisements for your business.
Major topics will include:
Communication Skills for Customer Service Professionals
- Use active listening skills
- Recognize and adapt to the communications style of customers
- Communicate clearly, assertively and with tact and diplomacy
- Use questioning skills and techniques in customer interactions
Excellence in Customer Service Interactions
- Define personal exceptional customer service
- Identify and act upon customers expectations and needs
- Solve problems to resolve difficult customer service situations
- Communication Technology: Telephones & Voicemail
Explain and practice professional telephone techniques - Recognize and manage caller behavior
- Summarize and record key information
- Use voicemail efficiently to improve customer service
