Customer Service: PrimeCustomerCare™

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 and Intermediate Levels

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.