2010 Denver, CO - Customer Service Management Seminar - AGENDA
August 11 - 13, 2010 |
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AGENDA
Wednesday, August 11
1:00– 3:00 p.m. Pre-conference Seminar
5:30 - 7:00 p.m. Welcome Reception
Thursday, August 12
7:30– 8:30 a.m. Continental Breakfast & Registration
8:30– 4:00 p.m. Sessions
5:00– 6:30 p.m. Networking Reception
Friday, August 13
7:30– 8:30 a.m. Continental Breakfast
8:30 – 3:30 p.m. Sessions
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Click here for Details
Click Here to Register |
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| SESSION TOPICS |
The Update
Cronin president, Tim Owens, will deliver his annual state-of-the-industry address, featuring a discussion of the FCC’s new Broadband Plan.
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Branding Your Customer Service
Your customer service should be as identifiable as your company logo – immediately recognized for its look, tone and feel. Part of branding is visual, and part is the way your staff delivers service. But building a brand starts with a vision. Through a branding exercise, we’ll help you articulate your unique vision, create a stronger service brand and market it to customers..
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The Wireless Takeover
It’s not just about landline replacement any longer. New wireless technologies, from 4G to LTE, will compete head-on with broadband and video providers. We’ll break down the delivery options and inventory all the ways wireless can serve the customer, including a presentation of the latest wireless devices. Then we’ll showcase independent telcos that have successfully integrated wireless into their operations and how it has impacted customer service.
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Internet Video
Whether or not your company offers video, you need to know how Internet video and over-the-top services are replacing traditional viewing. Customers now have an array of options for linking their televisions to the Internet. We’ll show you how your company can benefit from this burgeoning trend and how to answer the most frequently asked customer questions.
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Testing, One…Two…Three…
Testing is a great way to identify training needs and monitor performance. We’ve created a new testing protocol for CSRs that includes: 1) a pre-employment test to help select the right candidate; 2) a series of technology quizzes to ensure staff are keeping up with customers; 3) an “organized mind” test to measure aptitude for multi-tasking and performing under pressure; 4) a regulatory compliance test covering CPNI and other rules; and 5) an “mental outlook” test to determine how CSRs interpret and respond to various customer scenarios.
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Morale Boosters
Are your CSRs at the breaking point? Are they so overwhelmed by competition and workloads that morale is starting to slide? Morale is controlled by the boss. We’ll provide you with methods to improve morale and techniques for measuring it. |
Beating the Competition at Its Own Game
Have you ever wondered how DirecTV can offer a $29 monthly discount for an entire year? Or how Comcast can sell unlimited long distance for $24.95 per month? The answer: they recover these discounts with hidden charges and fees. Little things, like modem rentals, or big-ticket items, like requiring the purchase of a set-top box. This session will review the tricks and tactics that the “big guys” use to lure away customers. We’ll break down the offers and reveal how the final price really adds up. We’ll also magnify the fine print, which is filled with unfavorable terms and conditions. Knowing these tricks will help you clear up customer confusion and win sales. |
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The Generation Gap – A Live Focus Group
We will interview generations of telecom users – a teen, college student, soccer mom and senior – to compare and contrast their attitudes towards technology and how telecom supports their lifestyles. The humorous interplay will be bolstered by the latest statistics to help you meet the needs of all generations.
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Social Media – Friend or Un-friend?
You’ll hear a fascinating case study of how a telco uses Facebook and other social networking to provision customer service and increase loyalty.
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The Cronin Bucket List
Wrapping up the seminar, the Cronin Team will share their lists of what they would like to see achieved before the end of the ILEC.
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| BONUS ITEMS |
Telco Finance for the Non-Financial Manager
Special Pre-Conference Seminar! Wednesday, August 11, 1:00 – 3:00 p.m.
Back by popular demand, we’re offering our optional pre-conference seminar on Telco Finance: how the telco makes money, general accounting principles, budgeting, financial terms and definitions, and how to read operating statements, balance sheets, cash flow and other financial reports. This session is optional, so be sure to check the special box on the on-line registration form, if you’d like to attend. |
Attendee Survey
In advance of the seminar, we’ll administer a survey of customer service managers across the country and present the results exclusively to attendees. You’ll receive valuable benchmarks, including calls per day; call duration; staffing levels; responsibilities; commissions and incentives; work schedules; compensation and benefits; performance evaluations; training programs; and more.
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Questions? Contact Tim Owens at 202-232-1107 or towens@cronincom.net |
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