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8 THE FUNDAMENTALS
project estimating and bidding
project life cycle
project planning and scheduling
project specifications
quality control and assurance
risk assessment
statements of work and modifications
structural engineering drawings
team building
turnaround and change leadership
work breakdown structures (WBS)
Customer Service
account analysis and retention
account management
claims processing
client relations
collection of delinquent accounts
complaint resolution
customer compliant handling
customer contact
customer liaison
customer needs assessment
customer retention
customer satisfaction
customer service delivery
data collection and survey
data entry
deliverance of world-class service
e-mail customer support
ensurance of integrity of data
entering orders and change requests or returns and credits
execution of follow-up processes
maintenance of order accuracy
management of billing discrepancies
online chat communication
order fulfillment
American Management Association
www.amanet.org
