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:

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

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

Who Should Attend

This workshop will be most valuable to Managers and Supervisors working in:

Customer Care Consumer Relations Field Service Teleservices

Customer Service Call Centers Help Desks Customer Support

Directors and Vice Presidents from these areas also will benefit from participation in this course. See List of Certified Managers' Companies.

Dates and Locations

November 1-3, 2010	GA Tech Global Learning Center, Atlanta,

Course Leaders

Dr. Susan Lind, Director of Learning, Customer Care Institute
Russ Schmuhl, Director of Advisory Services, Customer Care Institute

Early Bird Special: Register up to 1 month prior to the first day of the course to receive $100 off.
Group Discount: Register three or more people from the same company to receive an additional $100 discount per registrant. Call 404-352-9291 for further information.

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.