Course Description
This highly regarded certificate course includes fundamental elements required to successfully manage a Customer Care function. The two and a half day course also includes advanced elements of service essential to the delivery of world class Customer Care.
Benefits to You
- Learn new skills for achieving world class Customer Care.
- Increase confidence in the ability to lead.
- Motivate reps to handle contacts more quickly and effectively.
- Validate management skills.
- Implement more efficient processes.
- Understand critical technology.
- Ensure customer satisfaction and loyalty.
Benefits to Your Company
- A customer-focused culture throughout the organization.
- Enhanced leadership skills of managers and supervisors.
- Increased operational efficiencies.
- Improved employee retention.
- Reduced costs.
Course Outline
This comprehensive two and a half day course covers a wide range of key disciplines, including The Five Pillars of Customer Care:
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 Culture
- Customer Focus
- Leadership
- Organizational Structure
- Vision/Mission Statements
People
- Coaching
- Communication
- Employee Satisfaction
- Hiring
- Motivation
- Recognition
- Salaries
- Training
Processes
- Complaint-Handling
- Management Reporting
- Outsourcing
- Performance Measurement
- Process Improvement
- ROI (Return on Investment)
- Satisfaction Measurement
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Customers
- Customer Communication
- Customer Satisfaction
- Customer Loyalty
- B-to-B and B-to-C
Technology
- CRM software
- Customer Self-Service
- IVR
- Knowledgebase
- Service Quality Monitoring
- Speech Recognition
- Telecommuting
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Who Should Attend
This workshop will be most valuable to Managers and Supervisors working in:
- Customer Care
- Consumer Relations
- Field Service
- Teleservices
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- Customer Service
- Call Centers
- Help Desks
- Customer Support
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Directors and Vice Presidents from these areas also will benefit from participation in this course.
See List of Certified Managers' Companies.
Dates and Locations
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| June 7-9, 2010 |
GA Tech Global Learning Center, Atlanta, GA |
| November 1-3, 2010 |
GA Tech Global Learning Center, Atlanta, GA |
Course Leaders
Dr. Susan Lind, Director of Learning, Customer Care Institute
Russ Schmuhl, Director of Advisory Services, Customer Care Institute
Certification FAQs click here.
Cancellations: If CCI deems it necessary to postpone or cancel an event, it is not responsible for any airfare, hotel or other costs incurred by delegates.
