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)
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.
|
|