Call Center Training - Call Center Learning Solutions, training the voice of your business with on-site courses, online courses,web seminars, and e-learning call simulations.

The PrimeCustomer CareT 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.

Content Alliance:

This program is based on the internationally recognized 20 Training Workshops for Customer Care,Vol. 1,written by Terry Gillen. Mr.Gillen is the world-renowned author of nine books and exercise manuals covering performance management, leadership, and other management skills that have been translated into fifteen languages. These courses have been created under an exclusive co-development license between Gower Publishing Ltd., a publisher of business and management "best practices", and PrimeLearning.comT, a leading provider of eLearning experiences for professionals in the workplace.

Target Audience:

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

Prerequisites:

None.

Skill Level:

Entry & intermediate level.

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

Deployment Options:

Prime eLearning System curriculum (Internet)

28 hours e-Learning
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 Prime eLearning System account
Pre Assessment (PrimePathT)
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 inquiries@callcenterlearning.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 supported.
A sound card is required to hear audio.
Adobe Acrobat Reader plug in is required to view some Curriculum Resources.
Links to download Adobe Acrobat Reader and Centra client are provided in the eLearning System

Price: $370.00