2018 Customer Service Management Seminar – Washington, DC 2019-02-25T13:41:32+00:00


Customer Service Management Seminar – Washington, DC

August 8 – 10, 2018

Join us in Washington, DC this summer for the 20th Annual Cronin Customer Service Management Seminar. We look forward to seeing you at the only seminar designed and geared for independent telcos on managing customer service operations!

Register to attend and then prepare for a monumental experience throughout the two days of sessions. You’ll get a unique blend of technology, regulatory and management training specific to telecom providers. Plus, gain incredible insight from your peers from all over North America during group discussions and networking opportunities.

Tim Owens and his team is renowned for entertaining crowds and for their special telecommunications, customer service and sales insights. Bring your team, get new ideas, and start making goals to transform your customers’ experiences with your company. Attendees rave that Cronin events are the most effective and on-target training they receive all year!

Just $625 per person to attend.




JW Marriott Washington, DC

1331 Pennsylvania Avenue NW,
Washington, DC 20004

Reserve your hotel room online by
Monday, July 23, 2018
$209 per night

Reservations Closed



Industry Update

Tim Owens’ insightful look into telecom – the impacts on your customers, your company and your job.

Win-back Campaigns

Best practices for reclaiming your customers

Mapping the Customer Experience

Over the lifetime of the account, all the touch-points and opportunities to provide exceptional service.

Increasing Satisfaction in Five Easy Steps

Follow these protocols and watch your ratings soar.

Tech Trends

The latest gadgets and innovations riding the telecom network.

Predictive Customer Service

Providing the right service before the customer even asks.

Productive Team Sales Meetings

Create a sales culture, establish goals, track performance, gain efficiencies and greater employee buy-in, keep employees accountable.

Service Order Innovations

How to increase accuracy and simplify processes.

Migrating Customers to Faster Speeds

Examples of successful campaigns to upsell bandwidth.

Focus Groups

Dynamic and enlightening ways to really learn about your customers.

Time Management

A system to become a more effective and respected leader.

Mining Customer Data for Increased Sales and Retention

What to look for and how to produce the right reports.

Registration Closed


The Agenda

* Wednesday, August 8*

Welcome Reception
1331 Bar in the JW Marriott

* Thursday, August 9 *

Registration and Breakfast


Networking Reception
Occidental Grill
Across the street from the JW Marriott

* Friday, August 10 *





The Customer Service Management Seminar is geared for customer service and operations managers but it has grown over the years and marketing, general managers/CEOs, sales reps, CSRs, accountants, plant managers and so many others have attended and say they are glad they came and learned as a team.

See you in Washington, DC!



Washington, DC is conveniently located near three major airports: Reagan National Airport, Dulles International Airport, and Baltimore-Washington International Airport. We recommend flying into the Reagan National Airport; only 5 miles from JW Marriott Washington, DC. The hotel does not provide a complimentary shuttle service to/from the airport. However, there are several options for ground transportation. Just go to the baggage level of the airport and look for ground transportation signs. Taxis are very reasonable in DC.


Explore DC and Surrounding Area

This is the spectacular view from the very chic JW Marriott Washington, DC hotel! It’s perfectly situated for sightseeing. You’ll only be 2 blocks from the White House and 4 blocks from the National Mall.

Yes, this is where the nation’s decisions are made, but the only decisions you need to make are how to spend your free time! Book a tour or find some summer fun.

Please email Kristen Mertens, Marketing Director, if you have any questions or concerns.

What Attendees Say

“We are looking forward to the conference. It is one of the best conferences out there. We enjoy the practical tools that are passed along to make implementation turnkey when we all get back to the office.

The team knows when the supervisors or managers have attended a Cronin Conference and give us a hard time because we start making changes and upgrades immediately following the conference. Thank you for helping us stay relevant in this dynamic environment.”

Toni Rivas, Senior Manager-Sales & Marketing, VTX1
“The Cronin Customer Service Management Seminar is an awesome example of how a vast knowledge in the telcom industry, excellent training skills and a keen sense of humor can all be wrapped into one superior learning experience. Tim Owens and his team are masters at their craft. I always leave the seminar with plenty of notes and ideas.”
Lisa Fannin, Marketing/PR Director, Mountain Telephone
“What I love about the Cronin Customer Service Management Seminar is that it is a shot of B-12 for customer service professionals. Whether it is the industry update or latest technology or gadget introduction, you walk away from this seminar reinvigorated with the love and passion for customer service, technology, and management with a million and one fresh ideas to take your company into the future.

I love that I come home with at least 12 presentations that I can give to my team and keep them up with technology, service, and knowledge. It is amazing how much I grow from this conference!!”

Traci Ruskowsky, Finance and Administration Manager, ACT
“Love the format – good mix of presenters. The seminar continues to grow and change, just like the industry. Always go home with valuable information we can implement right away.”
“I found the seminar to be a great resource for our staff. We took some members of our management team to the seminar last year and came away with some very good ideas. The content was both informative and useful. It was also a nice complement to the on-site training Cronin has done for us. The setting was collaborative and interactive.

A highlight was sharing ideas in groups and networking ideas with other participants as well as our own team together off-site. I would recommend it to anyone who is looking at adding depth and perspective to their Customer Service, PR, and Marketing efforts – it would be well worth the time.”

Eric S. Cramer, CEO, Wilkes Telecommunications
“Love the format – good mix of presenters. The seminar continues to grow and change, just like the industry. Always go home with valuable information we can implement right away.”
“Really liked having the opportunity to see what other companies are doing with their products and practices (marketing, sales, tech support). Very beneficial!”
“Every year I wonder how Cronin will improve next years seminar… Then they do just that, make it even better. I am able to share so much valuable information with others in my company. Thank you Cronin for such a worthwhile learning and networking opportunity.”
Cheryl Hoag, Director of Sales and Marketing, CalTel
“I attended the Seminar with our CEO and our Director of Sales and Marketing. It was a great opportunity for us to learn how to deliver better customer service. Creating a better experience for our customers will help differentiate Solarus from many large national companies. I look forward to attending again.”
Lisa Stannis, Sales Manager, Solarus
“Love this event each year! Always go back energized.”

Photos courtesy of Destination DC (washington.org), Smithsonian’s National Zoo and JW Marriott Washington, DC.