American Management Association Seminars

Customer Service Management: Delivering Satisfaction And Profit
Seminar No: 05268 -XNBB
CEU Credits: 1.8
Length: 3 days

In today’s economy, the competition for customers’ dollars just got tougher.

Deliver customer satisfaction with every client contact. In this interactive, high-energy seminar, under-the-gun managers like you will learn how to motivate your people to new performance your operation more productively, efficiently and profitably...and show your company where the dollars are going.

This focused, practical seminar is extremely useful for anyone who operates or manages any business or department that deals directly with customers, including: customer service and call center managers, credit and collections managers, field service managers, regional service managers, help desk managers, business owners and sales managers.

How You Will Benefit:

  • Win and keep the backing of top management with step-by-step cost/benefit analysis
  • Manage customer complaints more effectively
  • Lead a company-wide "customer focused" strategy
  • Apply the latest techniques of TQM to your operation
  • Identify the advantages and disadvantages of both phone and e-mail systems
  • Recruit and retain a winning staff through savvy interviewing and motivational techniques
  • Use your resources to generate market research and sales support data
  • Show your total bottom-line contribution to the marketing effort
  • Set high performance standards that encourage—not intimidate—your team
  • Reduce CSR turnover to the absolute minimum

What You Will Cover:

  • Customer service defined: how the department fits within an organization
  • Integrating the customer service function seamlessly into the company’s overall business activities
  • Effectively staffing, training, supervising and coaching employees
  • Motivating staff to excel when resources are tight
  • Using reliable metrics and assessments to demonstrate the customer service department’s value to the corporation
  • Integrating budgeting, performance appraisals and training into day-to-day activities

Extended/Detailed Seminar Outline

Learning Objectives

  • Win and Keep the Backing of Top Management with Step-by-Step Costs/Benefits Analysis
  • Manage Customer Complaints More Effectively
  • Lead a Company-Wide "Customer Focused" Strategy
  • Apply the Latest Techniques of TQM to Your Operation
  • Identify the Limitations of Telephone Systems and Learn How to Compensate for These Limitations
  • Recruit and Retain a Winning Staff through Savvy Interviewing and Motivational Techniques
  • Use Your Team to Generate Market Research and Sales Support Data
  • Show Your Total Bottom-Line Contribution to the Marketing Effort
  • Set High Performance Standards That Encourage-Not Intimidate-Your Team
  • Reduce CSR Turnover to the Absolute Minimum
Customer Service Defined: It’s More Than a Department
  • Examine the Nature of Customer Satisfaction
  • Determine Who the Customers Are
Selling Services
  • Define Selling Service Value
  • Review the Tools Necessary for Development of Value
Translating Customer Service into Business Language
  • Examine Communicating in Business Language
  • Explore Tools Needed for Effective Business Communication
  • Explore How to Use Tools for Packaging of Important Messages
  • Understand Why Communicating Problems in Business Language Is Critical for Success
Developing Customer Responsive Planning Systems
  • Examine How to Get the Team Involved in Planning
  • Develop Key Elements of a Planning System
Creating the Effective Team
  • Examine the Characteristics of Effective Customer Service Representatives and How to Interview for These Skills
  • Evaluate How to Build Effective Teams
  • Evaluate How to Reinforce Team Cohesiveness
  • Develop a Method for Handling Overload Conditions
Customer-Oriented Reinforcement Systems
  • Examine the Nature of Accomplishment
  • Explore Types of Reinforcers and How to Apply Them in Differing Situations
  • Examine Forms of Punishment and How to Correctly Administer Them
Putting Customer Service in the Limelight
  • Examine the Nature of Power and How to Effectively Use It
  • Develop an Understanding of Entrepreneurship
  • Examine the Nature of Risk
Measuring Proactive Customer Service
  • Examine the Nature of Customer Satisfaction Surveys, Their Advantages and Their Limitations
Customer Service, Quality, and ISO 9000
  • Examine the Relationship between Customer Service and ISO 9000
  • Examine Customer-Focused Performance Standards
Customer-Oriented Leadership
  • Examine the Characteristics of Effective Leadership
  • Explore Traits of Successful Leaders
Handling Transactions with Customers
  • Understand Customer-Oriented Transactions and How to Improve Transactions

Start and End times: first day - 8:30am-5pm, all other days 9am-5pm unless otherwise specified. Your registration confirmation notice will confirm the hotel/conference center for the seminar for which you registered. The information included on this page is all the information available on this seminar. Please use form below to register only. To request information that is not included above please send an email to . Remember to specify the complete seminar number about which you are requesting information.

For information about bringing a course to your site please call 919-480-2550 or email the registry at .

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** Online Registration & Fee Information ** Please use form below to register only. To request information that is not included above please send an email to . Remember to specify the complete seminar number about which you are requesting information.

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After submitting your online registration you will receive registration confirmation and invoice within 7-10 business days. You may pay by credit card or check. Confirmation information will also include location and other pertinent course information.
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Note: Prices are subject to change without notice. To confirm the price of your session, select the session above and click “Send”. Discounts apply for groups of three or more people. Call for details. Federal government employees are eligible for special GSA pricing for many seminars.

AMA's main conference centers
Seminars scheduled for the cities below are held at the locations listed below. For location information for other cities in which AMA seminars are held please call or email for information.

New York
AMA executive Conference Center
1601 Broadway New York, NY 10019
American Management Association (Located in the same building as the Crowne Plaza Hotel) 1601 Broadway On Broadway and 48th Street near Times Square. Entrance is on 48th Street.

AMA executive Conference Center (adjacent to the Marroitt O'Hare)
8655 west higgins rd
Chicago, IL 60631

San Francisco
AMA executive Conference Center is located in San Francisco Marriott Hotel
55 Fourth Street 2nd Level
San Francisco, CA 94103

AMA Executive Conference Center
Address: 1170 Peachtree Street Ne Cnr Peachtree & 14th (3rd Flr)
City, State, Zip: Atlanta, GA 30309

Washington, DC
Arlington, Virginia
2345 Crystal Drive, Suite 200
Arlington, VA 22202

If you are not paying via credit card, you will receive an invoice with payment instructions.

Cancellation Policy:
If you cannot attend a seminar you can contact AMA in advance to transfer to a future session, or you can send someone to take your place. If you need to cancel your attendance, AMA will give you a complete refund if you cancel more than three weeks before your seminar begins. To cancel, simply email us at . If you cancel with less than three weeks’ advance notice, you will be liable for the entire seminar fee. Once your payment has been received, you may request a courtesy transfer to use at any future AMA seminar of equal or lesser length. The courtesy transfer must be used within one year of the date of your originally scheduled seminar. In fairness to all attendees, if you do not attend a seminar session for which you are confirmed and do not contact AMA to cancel in advance, you will be charged the entire seminar fee.

AMA grants courtesy transfers to people who cannot attend their scheduled sessions. You can use a courtesy transfer for any seminar of equal or lesser length than the original seminar. You must use your courtesy transfer within one year of the date of your originally scheduled seminar.

AMA guarantees the quality of our seminars. If, for any reason, you are not satisfied with a seminar for which you have paid, AMA will give you credit toward another seminar of comparable price or will refund your fee.

You can also register by emailing your registration information to us at or calling us at 919-480-2550.

For additional information and schedules call 919-847-0331.

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