Training Catalog » The Technical Side of Customer Service - Computers & Phones
Instructor: Joe Ryan / Cori Ashworth
Fee: $105.00
Anyone who provides customer service knows that using the telephone or a computer to provide customer service has become routine. Managing and utilizing technology while providing customer service has become a required skill for successful Customer Service Professionals. Learn how to use these tools to achieve your customer service goals.
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
• Practice professional telephone technique skills
• Recognize and manage caller behaviors
• Practice techniques for dealing with difficult situations on the telephone
• Develop rapport building strategies for customers while using computers
• Master e-mail as a customer service tool
Competencies
• Customer Focus
• Listening
• Technical Skills
| Date: | Time: | Code: | Location: |
| 2012-10-02 | 8:30am - 12:00pm | TSCS100212H | Holyoke, MA |