Event - Calendar - ASAE & The Center for Association Leadership

Title:	Customer Service Management
Date(s):	Monday, September 13, 2010 - Sunday, September 26, 2010
Location:	Virtual - Web Only
Member Fee:	$395.00
Non-Member Fee:	$595.00
CAE Hours:	Earn up to 9 hours

In today's society it is a given fact that customer service makes a difference. Retaining customers and members can be rather competitive, particularly since unsatisfied customers have the opportunity to take their business elsewhere. Given the importance of maintaining relationships, customer service is your lifeline.

Creating an exceptional experience for customers, both internally and externally, can support individual and organizational goals and guarantee an overall competitive edge. Customer Service Management is the fundamental education designed for anyone who is planning to work with customers or is relatively new to customer service management. This course explores the basic principles of customer service management and the skills needed to maintain loyal and satisfied customers through four different modules. To learn more about the topics that will be discussed within each module, check out the course summary.

Module Overviews
Module 1 - Customer
Module 2 - Communication
Module 3 - Complaint
Module 4 - Culture

Course Duration:
Two weeks, approximately 4 to 8 hours required per week.

Circle Club members please contact concierge@asaecenter.org for registration information.

Participant Kit: All required tools and materials are included in the course fee and will be made available within the course. There are no textbooks or other resources to be shipped to participants.

Target Audience:
Level I: This course is appropriate for anyone planning to work with customers or relatively new to customer service management. Assumes you have little or no knowledge of the areas covered.

CAE Hours:
Nine (9) - a certificate of completion will be rendered to course participants who complete the minimum course requirements.

Course Operation and Explanation:
This course is asynchronous. This means the course is designed in a self-study format where course participants work on their own time and at their own pace. Participants may access the course 24/7 while the course is in session to review the curriculum and work on their assignments. We inform potential participants that the course moves very quickly and may require up to 8 hours per week to accomplish the various assignments. Participants can expect to receive five modules of instruction; one module every other business day. Each module consists of readings, discussions, and assignments, but no tests or quizzes. The assignments take participants step-by-step through the learning process and thereby can integrate their acquired knowledge into their workplace. Although the curriculum schedule is set by modules, participants may complete their requirements by either following the recommended schedule, by working ahead, or by catching up. The beauty of this course is that participants can access it as often or as little as desired. And, as long as all requirements are completed by the last date of the course, participants will receive their certificate of completion.

During the two weeks, participants will communicate with one another through self-directed discussion forums to share and discuss information as it relates to the course and its modules. This course does not contain faculty so participants are encouraged to receive assistance from the Facilitator throughout the two weeks. Designed to be very interactive and engaging, participants should expect a two week course packed with job-related applicable content.

Minimum Course Requirements:
This course has a start and end date reflected above. All requirements must be completed on or before the close of business of the last date of this course. Minimum course requirements include, but may not be limited to:

Cancellation Policy:
ASAE & The Center for Association Leadership will honor all requests for a full refund minus a $75 processing fee provided such written requests are made prior to the start of the course.

A special thank you to our Strategic Partners for their continued support of this program.

Four Ways to Register

By phone – please contact our Member Service Center Outside the Washington, DC area: 888.950.2723.Local: 202.371.0940
Mail or Fax