SOCAP International

Online Learning


Upcoming Online Learning Opportunities

SOCAP Online Course: Create a Customer-Centric Organization

June 27, 2017

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lightbulbsMark your calendar for this two-part SOCAP Online Course on:

  • Part 1: Tuesday, June 27 (2-3pmET)
  • Part 2: Tuesday, July 11 (2-3pm ET)

Please note: In order to receive a certificate of completion, you must attend both live sessions, complete a course evaluation and pass a short assessment.

The highest levels in the company aren’t always the closest to the customer experience, yet they are charged with inspiring the customer-focused organization. This two-part course is an insightful perspective from someone who has carried the voice of the customer (from a CSR role) to senior customer executives. It details how, along the way, you can inspire individuals, teams and the entire brand to become more focused on what it takes to win customers. You’ll learn practical steps for ensuring the customer has a "seat at the table" and for infusing customer-focused thinking as a natural and routine practice.

Salena ScardinaPresenter: Salena Scardina, Senior VIce President of Customer Experience, Sweetwater
Salena Scardina has spent her career focused on the customer through innovative and differentiated service, experience, and engagement. She is the Senior Vice President of Customer Experience at Sweetwater Sound, the nation’s leading retailer of music instruments and pro audio equipment. She is charged with identifying opportunities at all levels of the organization to deliver a world-class experience with raving fans. Prior to Sweetwater, Salena held multiple positions at McDonald’s Corporation over her 15 years of service under the Golden Arches including the Director of U.S. Customer Experience & Insights and held similar roles at the handbag and accessory company, Vera Bradley. Salena earned her undergraduate degree at Monmouth College and holds an MBA from Benedictine University.

Registration Rates:

  • SOCAP Member: $170
  • Non-Member: $240

Click here to register now!

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On-Demand Online Learning Opportunities

Click Here for Online Courses to Take at Your Own Pace Including:

  • Core Contact Center Management for Customer Care Professionals
  • SOCAP and WOMMA's Social Customer Care Certificate Program
  • Live Chat with Customers: How to Do it Right
  • Tools for Basic Reporting
  • Creating and Executing Customer Experience Strategies for Any Business
  • Training Now! Best Practices for Updating Your Training for Faster Learning
  • Elements of Effective Customer Engagement
  • How to Write to Customers in Your Company's Brand Voice
  • How to Manage Voice of the Customer, Quality and Team/Agent Performance
  • Forecasting, Staffing and Scheduling
  • Small Win Coaching - How to Change Behavior in 1 Day While Strengthening the Agent-Supervisor Bond
For webinar recordings and more resources in the SOCAP Learning Portal, click here.