Certified Customer Service Manager
The Workshop for Managers and Future Managers
This course will give customer service managers the strategic, operational and leadership skills necessary to run an effective organization. The strategic portion of this leadership seminar focuses on maximizing the value of the support center in the organization and rigorously measuring the performance. Techniques covered include use of Balanced Scorecard (BSC), Key Performance Indicators (KPI) and Return on Investment (ROI) concepts to ensure success. The operational portion covers best practices used in the support industry. The leadership training includes hiring, certifying and motivating your staff so that you are confident that you have the right people in the right positions working on the right thing. Attendees that successfully complete the workshop will receive the Customer Service Manager certification.
What You Will Learn
- Staff Development
- Leadership Skills
- Performance Metrics
- Strategy
- Self Service Concepts
- Root Cause Analysis
- Using Customer Feedback
- Teamwork
- Best Practices & Benchmarking
Who Should Attend: Managers, Directors and Staff Members preparing for management positions from the following groups would benefit from this course.
Support Centers * Call Centers * Help Desks * Service Centers
Customer Service * Information Technology * Human Resources * Sales * Development * Engineering * Operations * Facilities
Financial Services * Health Care * Biotechnology * Technology * Manufacturing * Pharmaceutical * Legal * Retail * Education * Transportation * Information Technology * Telecommunications * Utilities
