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Institute associates are available to deliver in-depth leading-edge keynote presentations at conferences and company meetings on a variety of Customer Care topics.
Customer Care Manager Certification
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.

$1,795.00
$1,695.00
$1,895.00