PrimeLearning.com

PrimeCustomer Care™

PrimeContact Center™ Agent
PrimeCall Center™ ABCs
Back to Catalog

Curriculum Overview
The PrimeCustomer 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.

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

Certification
PDU Credits: 28 PDUs

Prerequisites
None

Skill Level
Entry & intermediate levels

Courses
Description	Course	Duration
Understand the benefits of implementing customer-focused procedures	The Value of Customer Care	1.5 hrs
Recognize the importance of every customer interaction	You Make the Difference	2.5 hrs
Address the specific needs of internal and external customers	Who is the Customer?	3 hrs
Examine the situation from the customer's point of view	Customers Define Success	3 hrs
Identify situations as opportunities to strengthen a customer relationship	Recognize Critical Moments	1.5 hrs
Develop sales-focused customer service strategies	Increase Sales via Service	1.5 hrs
Develop verbal and non-verbal strategies for successful in-person customer care	Service Face to Face	2 hrs
Develop strategies for successful telephone-based customer care	Service via the Telephone	1.5 hrs
Develop individualized strategies for successful web-based customer care	Service via the Internet	1.5 hrs
Transform a difficult customer situation into a positive client experience	Turn Complaints to Delight	1.5 hrs
Diffuse a negative situation by addressing specific concerns	Engage Difficult Customers	4.5 hrs

More Information?
This Curriculum was subject to a feature article by PrimeLearning.com. The view our features archive, please click here

Deployment Options

eLearning System curriculum (Internet)
• 28 hours eLearning
• 11 Courses (24 hours), each including Self Check Assessment
• On-line Resources (4 hours) - Job Aids, Glossary, Recommended Reading Lists, Web Links, Archived Virtual Classes
• Personalized eLearning System account
• PreAssessment (PrimePath™)
• Mastery Assessment
• Client Administration functionality
• Search feature
• Access to PrimeLearning-run Discussion Boards, Chats
• On-line Mentoring

Individual courses (Internet)
• Course, including Self Check Assessment
• Course-Based Resources (Job Aids, Glossary, Recommended Reading Lists)

Intranet or CD
• Please contact us at info@primelearning.com

Platforms Supported

All Microsoft Windows operating systems are supported.
All Internet Explorer browsers are supported above version 4.0.
Only version 4.7 of the Netscape browser is supported.
A sound card is required to hear audio.
Adobe Acrobat Reader plugin is required to view some Curriculum Resources.
To participate in the Virtual Classes, or play back the archived classes then the Centra client software is required.
Links to download Adobe Acrobat Reader and Centra client are provided in the eLearning System.

Language Options
American English

Buy Curricula
Back to Catalog

To view a PDF file, you'll need the free Adobe Acrobat Reader. Click on the icon for instructions.

Call us at +917 210 8173 (US & Canada) and +353 [0] 61 720 000 [Intl.]

or email: info@primelearning.com