Dates and Locations

May 5-7, 2008	Georgia Tech Global Learning Center, Atlanta, GA
September 22-24, 2008 October 27-29, 2008	Courtyard Marriott - Embassy Row, Washington, DC Georgia Tech Global Learning Center, Atlanta, GA

Who Should Attend

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

Course Description

Today's effective Customer Care manager must be multi-talented. No longer is the job simply one of fielding customer complaints or order entry. This highly regarded certificate course can validate your management skills and provide you the latest tools and techniques for improving the delivery of Customer Care. We will cover the basics in addition to advanced elements of service delivery.

Today's Customer Care manager must:

• Instill a customer-focused culture
• Inspire committed employees
• Implement efficient processes
• Install effective technology
• Insure customer satisfaction

This comprehensive two and a half day course covers a wide range of key disciplines, including:

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 Virtual Reps

Course Leaders

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

For answers to additional questions regarding our Certification program 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.