Making Customer Care a Key Part of Your Strategy in the Telecom Service Industry

    

Who is it for?

Senior and upper-middle managers with several years of experience in the Operations and Customer care functions.

What business issues will we address?

As one of the main contact points for customers/subscribers from service provisioning onwards, the customer care department has sometimes been seen as a place to minimize the cost of supporting the customer. But as “Service Provider 2.0” strategies rely more and more on Customer focus, it becomes more and more important to move this central point of contact from a cost center to a means for improving the complete company portfolio.

What will I be able to do after participating?

You will be better able to:

• Create a concrete, measurable plan to become a central point of a customer focused company
• Measure customer satisfaction and recommendations intention in a simple and effective way
• Implement or change processes that deliver value to your customers
• Manage internal services to support customer-facing role