Customer Service Management

Customer Service  Management

Event Information


Mar 06, 2017 - Mar 20, 2017 Eastern


Facilitated Virtual Course

CAE Hours:




Member Price:


NonMember Price:



In today's society customer service makes a difference. Retaining customers and members can be 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.

  • Agenda


      This course is ideal foranyone planning to work with customers or relatively new to managing the customer’s needs.


      Registrants will receive a manual and reading materials provided within the course. There are no shipped materials related to this facilitated virtual course.


      Module 1 – Customer
      Module 2 – Communication
      Module 3 – Complaint
      Module 4 – Culture


      MODULE ONE (1): Customer
      Customers are becoming more judicious with their choices and where they take their business. Given the number of options available, it is important for employees to invest their efforts into creating an exceptional experience and maintaining a competitive edge.  During this module, participants will examine five principles needed to respond effectively and sustain customer satisfaction.

      MODULE TWO (2): Communication
      Communication can play a pivotal role in a customer’s perception and overall experience.  In this module, participants will have the opportunity to describe the impact of communication while examining the differences between verbal and nonverbal communication.  Ultimately, the information described in this module will be part of the overall Customer Service Manual created during the course.

      MODULE THREE (3): Complaint
      Customers are the lifeline of organizations so it is important to support them and contribute to their overall experience.  Although complaints may be filed at certain points during their membership, it is important to view these as opportunities.  Participants will learn to manage their feedback in a positive manner and encourage them to remain as customers.

       MODULE FOUR (4): Culture
      An environment that places staff and customer relationships as its first priority is important when looking to transcend a customer’s experience.  Exceeding both internal and external customers’ expectations will have an affect on the organization’s financial and interpersonal well-being.  In this module, participants will identify elements to create and sustain a customer-focused culture.

  • Speakers

    • Karen S. Tucker Thomas, FASAE, CAE

      Former association staff leader with 10 years as CEO, variety of senior management positions in large and small associations, speaker, author, facilitator, faculty for ASAE University online courses. Serve professional and trade association CEOs, boards and staff in leadership development, strategic planning, team building, group facilitation and executive coaching.

  • Sponsors & Partners

  • Policies

    • Attendance cancellations must be received within five business days before the program begins. A $75 cancellation fee will apply. There are no refunds for cancellations received less than five days before a program. No-shows will not be refunded.