| Support
and Service in a B2B Environment (CTGE 442X, CEUs: 0.7) NOTE:
Fall 2003 was the last semester of the
Enterprise and E-commerce Management
Program
Support
and Service in a B2B Environment (CTGE 442X, CEUs: 0.7)
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 This course focuses on the specific
techniques and requirements of providing customer service, customer support, tech
support, or field service in a B2B environment. It's meant for service and support
staffers who wants to improve their skills, but also for managers of other functions
who want to understand more about the support environment. The course gives
a complete survey of business processes appropriate for supporting corporate clients,
recommended global (or domestic) organization structures, defining and pricing
support packages, hiring and managing people in corporate support centers, and
defining metrics for success. It's a "support center in a box" approach.
Topics include: - Support operations: creating systems and processes
that work;
- Selecting support tools
- Managing people
in the support environment: hiring, coaching, retention, performance management,
and career development
- Managing customer satisfaction, including
managing escalations
- Managing support packages: SLAs, pricing, renewals
management
- Support metrics: why measuring is important; what to measure;
how to take action based on metrics
- Strategic management: creating
and driving support initiatives; leading vs. managing; making effective decisions
Objectives: After attending "Support and
Service in a B2B Environment", you will be able to - Position
support as a key business function in B2B environments
- Create robust
case resolution systems including tracking and escalations
- Identify
appropriate organizational structures
- Select appropriate support-tracking
tools
- Create SLAs and support packages
- Measure success
by using meaningful support metrics
Prerequisites:
In order to get the most benefits from the seminar, students should
have the following background:
- At least two years' experience
in a customer contact area, preferably in a process or management position; or
managerial experience in another area
- Familiarity with and interest
in B2B environments (this is an ideal course for individuals who are familiar
with the B2C environment and want to learn more about B2B)
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