Customer Care Manager Certification

This course covers the basic skills and knowledge required to successfully manage a Customer Care function. The course is structured on The Five Pillars of Customer Care – Culture, People, Processes, Technology and Customers.

Learn how to

Participants in this course will learn how to

  • Understand the benefits of a customer-focused culture
  • Improve internal and external communication
  • Motivate reps to handle contacts more quickly and effectively
  • Implement effective processes
  • Understand basic customer care technology
  • Ensure customer satisfaction and loyalty

Course Outline

Culture

  • Customer Focus
  • Leadership
  • Organizational Structure
  • Vision/Mission Statements
Customers

  • Customer Communication
  • Customer Satisfaction
  • Customer Loyalty
  • B-to-B and B-to-C
People

  • Coaching
  • Communication
  • Employee Satisfaction
  • Hiring
  • Motivation
  • Recognition
  • Salaries
  • Training
Technology

  • CRM Software
  • Customer Self-Service
  • IVR
  • Knowledgebase
  • Quality Monitoring
  • Speech Recognition
  • Telecommuting
  • Social Media
Processes

  • Complaint Handling
  • Management Reporting
  • Outsourcing
  • Performance Measurement
  • Process Improvement
  • ROI (Return on Investment)
  • Satisfaction Measurement

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

Length 2 ½ days

Fee
Public Class $1,895
On-site Class Call 404-352-9291

Certification Exam

To achieve certification, participants in this course must successfully complete a certification exam. Participants must achieve an overall score of 80% to be certified by the Institute.

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