Customer Care Manager Certification Course
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
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Dates and Locations:
September 22-24, 2008
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Courtyard Marriott - Embassy Row, Washington, DC
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October 27-29, 2008
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Georgia Tech Global Learning Center, Atlanta, GA
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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. See List of Certified Managers' Companies.
Course Leaders:
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Dr. Susan Lind, Director of Learning, Customer Care Institute
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|
Russ Schmuhl, Director of Advisory Services, Customer Care Institute
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Course Fee:
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$1,695
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Early registration
|
|
$1,795
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After 7/15/08
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For answers to additional questions regarding our Certification program 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 .