Is Customer Care Manager Certification one of your 2008 performance goals?
If not, it should be. You and your company can profit from your learning the latest Customer Care issues, trends, strategies and solutions.
Plan now to join the team of Customer Care experts at the Institute’s two-day certification course in Dallas, Texas, February 11-12, 2008.
Course Description
Today's business environment demands that Customer Care managers be multi-talented. The job is much more than simply fielding customer complaints or entering orders. This certification course will validate your existing Customer Care management skills and provide you the latest tools and techniques for improving the delivery of Customer Care. The course includes the basics of managing a Customer Care function, as well as advanced elements of service delivery.
The comprehensive two-day course focuses on the Five Pillars of Customer Care, including:
° Culture - Customer Focus
- Leadership
- Organizational Structure
- Vision/Mission/Goals
° 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
- Workforce Management
- Speech Recognition
- Telecommuting
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Dates and Locations:
February 11-12, 2008 | Embassy Suites Hotel Dallas/Love Field,Dallas, TX |
May 5-6, 2008 | Georgia Tech Global Learning Center,Atlanta, GA |
Who Should Attend
This workshop will be most valuable to Managers and Supervisors working in:
| • Customer Care | • Customer Service |
| • Consumer Relations | • Call Centers |
| • Field Service | • Help Desks |
| • Teleservices | • Customer Support |
Directors and Vice Presidents from these areas also will benefit from participation in this course.
Course Leaders: | Dr. Susan Lind, Director of Learning, Customer Care Institute |
| Russ Schmuhl, Director of Advisory Services,Customer Care Institute |
Course Fee: | $1,595 | Early registration |
| $1,695 | After 12/31/07 |
For More Information,Click Here.
Click below to Register.
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 registrants .