Robert T. Stacey
President - AARM
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"This
designation — PCS — 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
customer service professionals — we consider the PCS program a must in
the business. This is the perfect program for organizations and individuals to
build and upgrade their Customer Experience Management Skills. We are pleased
to be deeply involved in expanding it's use throughout the world". |
Professor
Dr.
Paul Leow |
The PCS Professional Series is a combination live-sessions and 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 previous 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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This combination face-to-face and on-line
program is based on established interpersonal theory curriculum
and includes insights and content from a consortium of college professors
and writers.
Facilitated by renowned customer relationship
specialist Dr.
Paul Leow and his team, this four week advanced
learning series utilizes Face-to-Face Training,
Interactive Media, Exercises, Scenarios and Case
Studies to provide practical content for learning
essential skills in required for Professional competency
in Customer Experience Management. |
| By
passing the exam for the Professional
Customer Service (PCS) Series, the attendee earns the designation
Professional in Customer Service (PCS)
awarded by AARM Canada. |
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Since 1996 we have associated ourselves with our PCS certification program in North America and parts of Asia with thousands of certified members. Our members come from well known global brands like ATI Technologies Inc., Aruba Tourism Authority, Avaya, Bell Canada, BMW Japan Finance Corp., Carlson Marketing Group, CIBC, DuPont, Enbridge Consumers Gas, Environics Research Group, Envision Credit Union, Fidelity Investments, Forum Research Inc., Foster Parents Plan, GlaxoSmithKline, IBM, IPSOS-Reid, Microsoft, Pennsylvania College of Technology, Rogers Wireless Communication, Sears, TD Bank Financial Group, TD Waterhouse Investor Services Inc., Toyota, Universal Studios, USC Education Savings Plans, US Air Force, World Vision, Xerox and many other Fortune 2,000 companies.
Curriculum
The
Professional Customer Service - (PCS) Series.
Whether you deal with the customer that buys your product or service or, with people in your organization (the internal customer) - it's all about how you create and build relationships with professional level soft skills. It's all about your success.
Section
1: Essential Customer Skills
From making good first impressions and recognizing what unconscious messages you're sending, to being able to handle difficult situations, are all essential interpersonal skills needed to help you be successful in today's workplace.
Module 1 - Creating Winning First Impressions
Module 2 - Diffusing Tense Situations
Module 3 - Body Language On & Off the Phone
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Section
2: Fundamentals of Customer Service
Good interpersonal skills are best used to reach out and connect with people, overcome barriers, establish trust, and build rapport. These skills, when complemented by a solid understanding of business relationships and communication skills, help you to establish valuable customer relationships.
Module 1 - Creating Valuable Customer Relationships
Module 2 - Understanding (Helping) and Keeping customers
Module 3 - Overcoming Barriers to Communication
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Section
3: Customer Service Representative Skills
Achieve success in your career by building professional communication skills through active listening, telephone skills and by knowing what strategies to use when dealing with difficult situations.
Module 1 - Understanding Active Listening
Module 2 - Telephone Skills
Module 3 - Dealing with Hostile Clients
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Section
4: Basics for Quality Sales and Service
Learn to understand the importance of the sales process and quality service to be successful in today's business world. Improve your skills to communicate and help guide customers to understand your product or service, and achieve high customer satisfaction-whether you're in sales, service, or support, it's all connected.
Module 1 - Introduction to the Sales Process
Module 2 - Providing Quality Services
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Section
5: Fundamentals for Business Communications
Learn to become an effective communicator in today's diverse, multicultural business environment. Discover how communication processes work with various audiences both inside and outside the workplace to exchange ideas successfully and build fundamental business communication skills.
Module 1 - Business Communication
Module 2 - Essential Multicultural Communication
Module 3 - Overcoming Barriers to Communication
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Section
6: Conflict Management and Resolution
A certain amount of conflict is a normal part of the workplace. How you manage it and find resolution is an important skill. From understanding the why and how, to creating common ground, you will learn the soft skills needed for effective customer service, dealing with difficult clients, and to find conflict resolution with customers, co-workers, and those in your everyday life.
Module 1 - Understanding Needs and Conflict
Module 2 - Dealing with Impasse: Creating Common Ground
Module 3 - Client Service Processes
Bonus Module - Dealing With Hostile Clients
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Registration
Fees - Direct to AARM Canada (working with our AARM Global Network)
PCS
Series - C$ 1,500 per person (C$ 1,200 if you register
6 to 12 participants. Minimum to start is 5 participants).
This entitles the student to the entire four week program of face-to-face, on-line learning, the on-line exam and professional certification - PCS Weekly schedule - Mondays face-to-face interaction for feedback and mentoring. Tuesdays to Friday to go on-line for training..
Exams
The
exams are taken online, through
an easy to use interface. The PCS 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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(Click
Here for Short Video Presentation)
The AARM |
 |
Initiative |
To register: email pcscertification@aarm.org
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