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.
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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)
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 |
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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
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Section 4: Basics for Quality Sales and
Service
introduction to the
Sales Process
Providing Quality Services |
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Section 2:
Fundamentals of Customer Relations
Creating Valuable Customer Relationships
Understanding (Helping) and Keeping customers
Overcoming Barriers to Communication
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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 |
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Section 2: Working in
a Team Environment
Individual and Group Perceptions
Individual and Team Behavior
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Registration Fees (minimum 50 registrations)
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.
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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.
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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.
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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.
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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.
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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?
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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. |
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Question 2 - are both of these Soft Skills Series courses done on-line
and what is the time schedule?
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Answer:
Yes. They are on-line and the
courses are self-paced. On-line and available 24/7. |
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Question 3 - Can a person sign up at any given time?
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Answer:
Yes. Once AARM registers the
student, the account will be made active. |
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Question 4 - Can a person re-take the certification exams if they fail
on the first attempt.
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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.
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