Professional Designation in Customer Relations (PCR)

"This designation — CRP — is an important recognition for those people wanting to work in the service industry and to create effective customer relations with professional level soft-skills".

"Given the dearth of comparable product in the marketplace — certainly none having such a cohesive and comprehensive soft-skills approach to professional customer relations professionals — we consider the PCR program and our associated CRP designation a must in the business. This is the perfect program for organizations and individuals to build and upgrade their Customer Relationship Skills. We are pleased to be deeply involved in expanding it's use throughout the world".
Robert T. Stacey - President - AARM.



The PCR Professional Soft Skills Series is an interactive computer-based learning program that offers the attendee the opportunity to make a real change in their professional life.

This program is designed to help the attendee be more successful by leveraging precious learning with critical soft skills that will enable the attendee to relate better with customers, co-workers and others in the everyday world.



  Produced in co-operation with Nextmove Inc., a leading e-learning company for educational courseware and corporate training, this on-line program is based on established interpersonal theory curriculum and includes insights and content from a consortium of college professors and writers.

This advanced learning series utilizes interactive Media, Exercises, Scenarios and Case Studies to provide practical content for learning essential Soft Skills in Professional Customer Relations.

Two Certification Programs are available

a. The CRP Designation for the PCR Soft skills series - (CRP)

By passing the exam for the Professional Customer Relations (CRP) Soft Skills Series, the attendee earns the designation Customer Relationship Professional (CRP) awarded by AARM. Click here to download program details and course list

b. The Advanced CRP designation for the Advanced PCR Soft Skills Series - (CRPA)

For those who want to further their career in Customer Relations, earn the Advanced Customer Relations designation (CRPA). This is a follow-up to the CRP Designation. It is a three part assessment covering an additional 9 topics to earn the Advanced PCR Designation CRPA awarded by AARM. Click here to download program details and course list

Curriculum

The Professional Customer Relations (Basic) - Soft Skills Series - (PCR)

Section 1: Essential Customer Skills
Creating Winning First Impressions
Diffusing Tense Situations
Body Language On & Off the Phone

Section 4: Basics for Quality Sales and Service
introduction to the Sales Process
Providing Quality Services

Section 2: Fundamentals of Customer Relations
Creating Valuable Customer Relationships
Understanding (Helping) and Keeping customers
Overcoming Barriers to Communication

Section 5: Fundamentals for Business Communications
Business Communication
Essential Multicultural Communication
Overcoming Barriers to Communication
Section 3: Customer Service Representative Skills
Understanding Active Listening
Telephone Skills
Dealing with Hostile Clients
Section 6: Conflict Management and Resolution
Understanding Needs and Conflict
Dealing with Impasse: Creating Common Ground
Client Service Processes
Dealing With Hostile Clients

The Advanced Professional in Customer Relations - Soft Skills Series - (PCRA)

Section 1: Behind Organizational Customer Service
Organizational Structures and development
Corporate policy vs Corporate Behaviour
Individual and Organizational Communication
Section 3: Dealing with Change in the Workplace
The Nature of Change in Business
Change Roles and Attitudes
Developing a Personal Change Strategy

Section 2: Working in a Team Environment
Individual and Group Perceptions
Individual and Team Behavior

 


Registration Fees

PCR Series - $ 594

This Access Pass entitles you to login to the PCR OnLine CourseWare. The OnLine Courseware Key ID Number is valid for 60 Days from the Date of Issue.

CRP Certification - $ 69

With this E-Ticket you are entitled to take the Professional Customer Relations Specialist exam at an authorized Testing Center to earn the Customer Relations Professional (CRP) Designation.
Advanced PCR Series - $ 297

This Access Pass entitles you to login to the PCR OnLine CourseWare. The OnLine Courseware Key ID Number is valid for 60 Days from the Date of Issue.
 
Advanced CRP Certification - $ 69

With this E-Ticket you are entitled to take the Professional Customer Relations Specialist exam at an authorized Testing Center to earn the Advanced Customer Relations Professional (CRPA) Designation.



Exams
The exams are taken online, through an easy to use interface. The CRP Designation exam has a total 3 hour time limit with a one 15 minute pause for a break if you need one.


Frequently Asked Questions (FAQ's)


Question 1 - Is it recommended that a person takes the basic course before the advanced even if they've been in the business for many years?
Answer: Yes. Even though someone might have a great deal of experience in business, the program presents various curriculum theories in context of business situations that provides important perspective on being a processional customer representative. Also,in order to earn the PCRA designation, one must pass the PCR designation which requires a good understanding of the basic program.


Question 2 - are both of these Soft Skills Series courses done on-line and what is the time schedule?


Answer: Yes. They are on-line and the courses are self-paced. On-line and available 24/7.


Question 3 - Can a person sign up at any given time?



Answer: Yes. Once AARM registers the student, the account will be made active.


Question 4 - Can a person re-take the certification exams if they fail on the first attempt.

 

Answer: Yes. it is possible that you may have to go back and some review material. The Exam E-Ticket has Multi-Take Permissions so if you are unable to pass the exam on your first attempt, you are allowed two (2) additional attempts.

To register: email certification@aarm.org or call 905 833 5497

Courses are available for bulk purchase. Call us at AARM for details.