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Curriculum: PrimeCustomer Care™

Curriculum Information:

Curriculum Duration:	24 hrs
Audience:	General Staff

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.

Courses

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

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