Customer Care Manager Certification
Dates and Locations:
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.
Course Description
Today's effective Customer Care manager must be multi-talented. No longer is the job simply one of order entry or fielding customer complaints. Our highly regarded certificate course will 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
Our comprehensive two and a half day course covers a wide range of key disciplines, including:
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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
- Virtual Reps
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Course Leaders:
Dr. Susan Lind, Training Development Director, Customer Care Institute
Russ Schmuhl, Director of Programs, Customer Care Institute
Certification FAQ's 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. |
