Customer Service Management Seminar – Minneapolis 2017 2018-03-22T17:10:45+00:00


Customer Service Management Seminar – Minneapolis, Minnesota

August 7 – 9, 2017

Join us in Minneapolis this summer for the 19th 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!

The telecom industry is changing rapidly. Get help navigating the waters throughout the two days of sessions. You’ll get a unique blend of technology, regulatory and management training. 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.




Radisson Blu

Mall of America

2100 Killebrew Drive,
Bloomington, Minnesota 55425

Reserve your hotel room by calling
800-333-3333 and provide group code CRONIN by Monday, July 17, 2017.
$175 per night
The hotel rate is guaranteed for
Monday and Tuesday night.

Room Reservations Closed



Industry Update

Tim Owens’ annual take on telecom – an eye-opening journey through technology, consumer trends and business operations.

Going Big, Going Gig

Who needs such a robust speed? Who can get it? What it can do. How to price it. Obliterating the competition!

Customer Engagement Programs

Increasing loyalty and appreciation for your telco with dynamic social media and marketing campaigns.

Rightsizing Your Department

Proper resource allocation, creative scheduling and organizing around employee strengths for greater efficiency.

Retail and Merchandising

Fresh designs and innovative ideas to showcase your products and strengthen your brand.

Tech Trends and Required Learning for CSRs

Review of the latest innovations and a learning grid of the terms and technologies all CSRs should know.

Managed Wi-Fi

The hottest and fastest selling product on the market. How to explain its benefits and produce more sales.

Job Priority Number One: Sales!

Getting CSRs to move beyond taking orders and answering questions to pursuing a sale during every customer interaction.

Manager’s Panel

Interviews of four, highly successful customer service managers and their approaches to leveling, internal communications, training and teamwork.

Monthly Reports

The data you should be tracking and reporting to the management team on a monthly basis.

Quantifying Individual Performance

A new Cronin system to evaluate and manage individual CSRs using a composite of responsibilities, from call volume to sales.

The Virtual CSR

Alternatives to the deskbound employee, including telecommuters, part-timers and contractors, and use of virtualization tools, such as instant messaging and online help.

Registration Closed


The Agenda

* Monday, August 7*

Welcome Reception
FireLake Grill House & Cocktail Bar inside Radisson Blu

* Tuesday, August 8 *

Registration and Breakfast


Networking Reception
Cantina Laredo, 300 West Market, Mall of America – 3rd Level

* Wednesday, August 9 *





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 Minneapolis!



The main airport is the Minneapolis – St. Paul International Airport (MSP) with two terminal buildings – Terminal 1-Lindbergh and Terminal 2-Humphrey. There are several options for ground transportation to/from the airport. The Radisson Blu Mall of America also provides a complimentary shuttle service to/from the airport. When you arrive to Minneapolis and collect your baggage, call 952-881-5258 and request a ride.

The Radisson Blu Mall of America is conveniently connected directly to Mall of America and is about 6 miles from the airport.


Explore the Cities and Surrounding Area

Minneapolis – St. Paul and surrounding area boasts a vibrant music, theater and art scene, wonderful museums and accessible outdoor adventures on the rivers, lakes, parks and trails. You can count on a world-class shopping experience at global markets, quaint boutiques, shoppes, outlet malls and you’ll be steps away from Mall of America. With over 40 million visitors annually, Mall of America is definitely a shopping and entertainment mecca. It has over 520 stores! In fact, 347 Statues of Liberty could lie inside the Mall, and it’s 1.15 miles around just one level. Yes, your boots need to be made for walking if you’re visiting the Mall on this trip!

Start planning your itinerary during your free time – Explore Minnesota!

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 Explore Minnesota, Meet Minneapolis and Radisson Blu.