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Certification Programs

These comprehensive programs cover a range of disciplines and provide instruction that helps participants 
to master the skills, techniques and processes needed to improve the quality of their customer care services 
and operations. This results in increased customer satisfaction and loyalty, ultimately leading to dramatic 
increases in revenue and profits.

   Loyalty Management Strategy
   Lean Six Sigma
   Call Center Operations
   Help Desk & Technical Support Operations
   Customer Service Operations
   Field Service Operations  
   Human Resources Strategy and Implementation
   

Green Belt programs are four weeks in length, Brown Belt programs are eight weeks in length and Black Belt 
programs are 16 weeks. The focus of the Management instruction in each curriculum is on organizational 
management and business process aspects of the subject matter. Instruction at the Professional level 
concentrates on improving job skills and day-to-day operations. Below is a summary of each curriculum.

     Loyalty Management Strategy -- Loyalty management strategy is the process of defining, 
implementing, measuring and achieving excellence in every aspect of the customer experience: product, 
service and support.   This curriculum focuses on areas such as key account strategy, win-back strategy, 
employee rewards programs, customer and employee surveys, reporting and analysis of findings.

     Lean Six Sigma -- Lean is a vital part of Six Sigma. The dimension of Lean Six Sigma attacks 
inefficiencies—wastes caused by defects, overproduction, and extra processing. Lean Six Sigma techniques 
help professionals lead successfully in both service and manufacturing enterprises. This curriculum helps 
managers and professionals gain valuable Lean methodology skills, which can be used immediately to 
analyze unit or company performance.

     Call Center Operations – Those enrolled in this curriculum will learn about and develop critical 
call center management skills with an emphasis on both strategic and tactical call center personnel, 
operations, and customer relationship management. This program provides the forum for understanding, 
utilizing, and capitalizing on emerging trends in the call center environment.

     Help Desk & Technical Support Operations – Instruction covers best practices of effective 
customer interaction techniques as well as building effective models for technical support and help 
desk management operations. Technologies discussed include root cause analysis, performance 
management and web-based self-service.

     Customer Service Operations – It has become imperative to understand customers' unique 
needs, their communications styles and their most frequently asked questions. This curriculum covers 
personal interaction skills and knowledge management problem resolution and escalation procedures.

     Field Service Operations – This program enhances the performance of organizations that deliver 
field technical support, traditional break/fix repair and ongoing product maintenance services. It also explores
the delivery of proactive services such as product implementations, system integration and product/services 
consulting.

     Human Resources Strategy and Implementation -- This certificate program covers such topics 
as the role of human resources, employment practices, employee and labor relations, compensation, 
benefits, safety and health, and employee development. Participants acquire knowledge and skills that 
are essential in addressing the challenges of the human resource profession.

Visit Contact Us to request more information on CRMI’s Certification Programs.