Customer Care Assessment
The Institute offers an in-depth analysis of a company's Customer Care function with emphasis on the five essential elements of exceptional service: Culture, Customers, Employees, Processes and Technology. The outcome of the analysis is a detailed design for a comprehensive Customer Care system and a plan for implementing the new system in an in-house or outsourced environment.

Customer Care Audit
For companies requiring a top-level analysis only, this program provides a high level review of a company's current Customer Care system. Bulleted recommendations for improvement are delivered to management at the end of the third day.

Outsourcing Advisory Services
The Institute assists companies with determining if outsourcing the Customer Care function is in the best interest of the company and its customers. If the decision is made to outsource, we provide assistance with identifying qualified vendors, developing the Request for Proposal, negotiating the contract and ensuring a smooth transition to the outsourcing partner.

Front Line Skills Training
A back-to-basics class for all levels of experience that provides helpful techniques for dealing with different customer profiles and creating a positive service experience.

Leadership Skills Training
This course assists supervisors and managers in building the skills necessary for leading a high performance Customer Care function. Participants examine various leadership styles, sharpen their interpersonal skills, and improve their coaching techniques.

Satisfaction Surveys
CCI designs and implements customer satisfaction measurement programs that provide meaningful information for organizations. Surveys typically measure staff performance as well as overall customer satisfaction. Survey data is gathered, analyzed and reported. If desired, recommendations are offered.

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