Prime Customer Care

Prime Customer Care

This curriculum provides strategies to enhance even the most difficult customer situations.

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Individual license, 3 months access

Curriculum Overview

The Prime Customer Care curriculum provides strategies to enhance even the most difficult customer situations. Learners are encouraged to examine the people whom they define as customers, evaluate specific customer requirements, and initiate actions to improve relationships. Real-world case studies provide learners with opportunities to transform a potentially negative customer experience into a positive one.

At a Glance

Certification: PDU Credits: 28 PDUs

Download: Curriculum Overview in PDF Format or Curriculum Synopsis in PDF Format

Prerequisites: None

Skill Level: Entry & intermediate levels

Target Audience: Professionals whose role requires interpersonal communications with people internal and external to the organization.

Courses

Here is a complete informational listing of the courses in the Prime Customer Care curriculum.

Creating Customer Focus (CC0011)

Duration Course Description
1.5 hrs The Value of Customer Care This course identifies the positive benefits accrued by organizations which implement customer-focused procedures.
2.5 hrs You Make the Difference This course emphasizes the importance of every customer interaction.
3 hrs Who is the Customer? This course offers strategies to address the specific needs of internal and external customers in order to develop positive relationships.

Presenting Your Ideas (CC0012)

Duration Course Description
3 hrs Customers Define Success This course provides techniques to examine a situation from a customer’s point of view and to respond appropriately.
1.5 hrs Recognize Critical Moments This course reviews proven strategies to identify a situation as an opportunity to strengthen a customer relationship.
1.5 hrs Increase Sales via Service This course describes sales-focused customer service strategies.

Communicating with Care (CC0013)

Duration Course Description
2 hrs Service Face to Face This course describes several key verbal and non-verbal communication strategies to employ for successful in-person customer service relations.
1.5 hrs Service via the Telephone This course describes several strategies to employ for successful telephone-based customer service relations.
1.5 hrs Service via the Internet This course describes several proven Web-based strategies to ensure individualized customer satisfaction.

Rising to the Customer Challenge (CC0014)

Duration Course Description
1.5 hrs Turn Complaints to Delight This course demonstrates proven strategies to transform a difficult customer situation into a positive client experience.
4.5 hrs Engage Difficult Customers This course describes techniques to diffuse a negative situation by addressing the specific concerns and creating a positive client experience.

Key Features

  • 28 hours total learning
  • 11 Courses (24 hours), each including Self Check Assessment
  • Online Resources (4 hours) - Job Aids, Glossary, Recommended Reading Lists, Links
  • Personalized eLearning System account
  • PreAssessment (PrimePath)
  • Mastery Assessment
  • Client Administration
  • Online Mentoring
  • American English

System Requirements

Operating System

Microsoft Windows Microsoft Windows (98, 2000, XP, Vista, 7, 8, 8.1, 10)

Web Browser

Chrome Chrome
Internet Explorer Internet Explorer
Opera Opera

Other Requirements

  • Adobe Flash Player version 9 or higher is required
  • Adobe Reader plugin is required to view some curriculum Resources
  • A sound card with speakers or headphones are required to listen to audio

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