Customer Relationship Management On-Site Study Course

Program Outline

The Customer Relationship Management On-Site Study Course will guide you through the course content with maximum assistance from the instructor. You'll get your questions answered, find out what's most important for the test, practice taking multiple choice quizzes and network with your peers.

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 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 Call Center Customer Relationship Management Course is designed to prepare participants for CIAC Certification in the roles of Strategic Leader, Operations Manager, Management Consultant and Management Apprentice.

• Comprehensive self-study guide including:
• Course content
• Exercises
• Glossary
• Articles
• Multiple-choice quizzes
• Assignments

Call today to improve your knowledge of Customer Relationship Management and be successful on the CIAC customer Relationship Management Knowledge assessment.

For more information on these courses and a proposal, contact Ellen Greene at 925-513-1010.

For information on certification training for individual managers, see our Web-Based Study Courses.

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