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| Course Title: |
Recognize Critical Moments |
| School: |
PrimeLearning.com
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| Description: |
This course reviews proven strategies to identify a situation as an opportunity to strengthen a customer relationship. Aimed at entry & intermediate level, 'Recognize Critical Moments' includes the topics: (A) Moments of Truth Guidelines (B) Analyze Moments of Truth. The PrimeCustomer Care™ 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. 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.com. |
| Learning Format: |
Online
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| Language: |
English |
| Requirements: |
part of Excelling at Customer Care module |
| Schedule: |
1 hour |
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