Organisation: Customer Care Institute
Category: Degree/Certificate Program
Description: Dates and Locations
September 22-24, 2008 Courtyard Marriott - Embassy Row, Washington, DC
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
Directors and Vice Presidents from these areas also will benefit from participation in this course. See List of Certified Managers Companies.
Course Description
Todays 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.
Todays 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
Price: USD $1,695
Contact: Customer Care Institute
17 Dean Overlook, NW
Atlanta, GA 30318
USA
Email :
info@customercare.com
Webmail :
http://www.customercare.com
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