Organisation: International Customer Management Institute
Category: CRM Training
Description: Customer satisfaction and loyalty have become key objectives for organizations as they recognize that long-term customers cost less to service and are more likely to spend more with the organization. The call center is the place where many of these objectives are carried out – one contact, one customer at a time.
The ICMI Call Center Customer Relationship Management course provides call center leaders with the information they need to build customer relationships effectively. It begins by exploring key customer relationship management principles, including the value of customer satisfaction and loyalty, and customer segmentation. Measuring customer satisfaction is the focus of the second section of the course as it provides practical information on measurement methodologies and contributors to customer satisfaction. The course then transitions into establishing strategies that support organization-wide objectives and align people, processes and technologies with these goals. The fourth section of the course highlights the importance of a cross-functional approach to customer relationship management and places the responsibility for initiating this involvement squarely on the shoulders of the call center professional. The course’s final section includes actionable guidance on supporting customer relationship management with innovative technology, effective processes and essential employee development.
The ICMI Call Center Customer Relationship Management Study Course is designed to prepare participants for CIAC Certification in the roles of Strategic Leader, Operations Manager, Management Consultant and Management Apprentice. Organizations also choose to use ICMI Study Courses as part of their leadership development programs, even if they are not interested in certification.
Course Materials:
Comprehensive self-study guide including:
Course content
Exercises
Glossary
Articles
Multiple-choice quizzes
Application assignments
Price: NA
Contact: International Customer Management Institute
102 South Tejon
Suite 1200
Colorado Springs, CO 80903
Email :
icmi@incoming.com
Webmail :
http://www.icmi.com
Service Available In :
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