Global Best Practices for Customer Service Providers  
4.5-day training course, $3,795
Register Now!


Overview

The goal is simple: keep your customers happy and your company profitable.

For Customer Service Providers (CSPs) this simple goal presents a myriad of complex challenges. As a third party or internal provider, you have two distinct customers to satisfy – your client, the buyer of your services, and their client, the end-user of your client's services. The best way to ensure total customer satisfaction is to have your organization using clearly defined operational best practices – and to ensure your staff is fully trained to meet the demands of this strategy.  

Seminar Objectives:

  • Optimize operational performance – balance Service, Quality, and Cost
  • Improve operational capabilities to achieve higher levels of client and end-user satisfaction while reducing costs
  • Enable participants to demonstrate competency with the content of the COPC-2000 CSP Gold Standard
  • Become knowledgeable of operational practices used in high performance customer contact centers
  • Learn common operational pitfalls to avoid
  • Gain knowledge of high performance benchmarks and how to use these to set targets for service levels, quality objectives, and unit costs

By participating in this course you will:

  • Drive high performance – improve Revenue, Service, Quality and Cost

  • Increase profitability and customer satisfaction

  • Reduce time, cost, and risk to achieve operational excellence

  • Learn consistent, repeatable and scalable methods that achieve measurable performance improvement using more than 400 best practices, metrics, and benchmarks

  • Leverage the global expertise and experience of COPC Inc. facilitators, industry thought leaders and your peers

  • Achieve prestigious COPC® CSP Registered Coordinator status with access to a dynamic knowledge base and peer networking forum

What's Covered:

  1. Operational performance management techniques and effective implementation of the COPC® Performance Management System.
  2. Global best practices and benchmark data of more than 1,000 operational assessments in 50 countries.
  3. Common pitfalls encountered in service operations and how to avoid them.

Who Should Participate
This course is designed for first line management teams through Director and VP levels.

Functional Level:

  • Customer Experience

  • Customer Service / Support

  • Human Resources

  • Vendor Management

  • Quality Assurance

  • Workforce Management

  • Strategic Planning

  • IT

  • Operations

  • Reporting

  • Transaction Processing

  • Training

Service Types:

  • Customer Care

  • Collections

  • Fulfillment

  • Credit Card Processing

  • Claims

  • E-Commerce

  • Tech Support

  • Returns Processing

  • Help Desk

  • Back Office Support

Registration Fees
The per student registration fee for this seminar is $3,995 and includes:

  • 4.5 days - four days of training, daily assignments, and a half-day final exam (open book and notes)
  • Lecture, discussion, case studies, and projects with daily reviews

Continental breakfast served at 8:00 am and Lunch at 12:30 to 1:30 pm.

To register, follow the "Book Now" link below or call (708) 246-0320

Seminar Schedule
June 4-8, '12 Ponte Vedra, FL Ponte Vedra Resort (Location Information
Sept 10-14, '12 Ponte Vedra, FL Ponte Vedra Resort (Location Information

Class hours are 8:30 AM to 5:30 PM each day.

Click here to see the entire seminars calendar, dates and locations


Payment is due prior to the seminar.  If payment is not received, a credit card hold will be required for participation. This card will only be processed if payment has not been received within two weeks following the seminar. Multiple attendee registration discounts apply only to attendees from the same company attending the same (day and location) seminar.

Cancellation Policy.  Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $700.  Or, you may transfer your registration to another member of your company at no additional charge.  Registrants cancelling within fourteen days of the seminar will receive training credit, less administrative fees of $700 toward any other Resource Center seminar.  There will be no refunds or credits for non-attendance.

In the unlikely event that a seminar must be cancelled, you will be notified at least two weeks prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.  As seminars are cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets.

Seminar agenda subject to change.

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The Resource Center for Customer Service Professionals LLC
PO Box 401, Western Springs, IL  60558
Tel: (708) 246-0320   Fax: (708) 246-0251

Copyright © 1997-2012  Resource Center for Customer Service Professionals LLC.  All rights reserved.
Last modified March 9, 2012