Certified Customer Service Manager (CCSM) programme 15 - 17 Nov 2011 Malaysia

Centre for Customer Care (CCC) Malaysia presents CERTIFIED CUSTOMER SERVICE MANAGER (CCSM) by Dr. Allen Teh               15 - 17 Nov 2011  (Tues - Thur)    Bukit Kiara Equestrian & Country Resort, Off Jln Damansara, Kuala Lumpur                                                      DOWNLOAD BROCHURE   CCC Malaysia's Certified Customer Service Manager (CCSM) programme has been developed to provide professional management qualifications for those in customer service leadership roles.   Customer Service Managers come from a variety of backgrounds but unlike other professions, such as Accounting, there are no formal academic or skills development programme. Henceforth, many call themselves a customer service manager but few have the necessary skills and knowledge other than experience to prepare them for the role, despite having job titles such as Head of service quality, customer service director, customer relationship manager, call center manager, customer experience manager and so on.   Our comprehensive 3-Days CCSM programme is designed not only to teach skills and impart knowledge, but will also to will cover strategies, tools and important management skills for leading teams in delivering high quality service. Throughout the course, participants will gain a comprehensive understanding of the core competencies required for developing and implementing effective customer service management systems. Day 3 will be dedicated  to transforming managers into High Emotional Intelligence (EQ) Leaders. Years of research into EQ have proven beyond doubt that EQ is definitely a pre-requisite for effective leadership and personal success. In fact, it is the "missing link".   By understanding and 'owning' these core competencies, participants will be able to contribute to their organization more effectively and deliver the required results in a variety of situations that require a higher level of specialist knowledge.   Key modules:- Online Leadership Effectiveness Profiling (to be completed prior to CCSM course) 8 Competencies for Leadership Effectiveness 6-point plan for giving your business the competitive advantage through SERVICE Fundamentals of Contact Centre Management (New!) High EQ Transformation for Leaders Centre for Customer Care (CCC) Malaysia Suite 3-1, Level 3, The Place, No 1 Jln PJU8/5G Bandar Damansara Perdana, Petaling Jaya, Malaysia www.centreforcustomercare.com  www.customereyes.net (Mystery Shopping) www.goteams.biz (Teambuilding With Purpose) Email:   shasha.yusof@centreforcustomercare.com  Register Now for Early Bird discount and FREE BOOK 'Nordstrom Way'  Tel:  +603-77104752/3152 (Shasha 0193155584) (Programme conducted only once a year. So don't miss the opportunity)   Please Unsubscribe me ©2010  Centre for Customer Care (CCC) Malaysia  /   CUSTOMEREYES Malaysia   place here your privacy disclaimer and unsubscribe link...