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PCR 2 - Professional Customer Relations: Fundamentals for Customer Relations
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Course Description

This course is part of the Professional Customer Relations Soft Skills Series

3.0 CE credits for General, Adjuster, Accident & Sickness, and Life licenses
approximately 3 hours, $69.00 (prices may change without notice: consult the VuBiz website)

Good interpersonal skills are best used to reach out, 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 establish valuable customer relationships.

3 Required Modules

Creating Valuable Customer Relationships
  • Examine the basics of customer relationships.
  • Learn what customers want, how to establish rapport, and what benefits such rapport might create.
  • Examine how to eliminate negative messages and assess client behaviours.
Helping and Keeping Customers
  • Examine why business relationships are established and some techniques that companies use to maintain those relationships.
  • Learn Abraham Maslow's theory about the hierarchy of needs, and consider its relation to customer decision-making processes and relationship strategies.
Overcoming Barriers to Communication
In every communication with a client, you unknowingly transmit verbal and non-verbal ideas.
  • Examine the interaction of sender, encoding, message, channels, transmitting, receiver, decoding, and feedback.
  • Consider parts of the process that are not under your control and the possible dangers that can keep you from reaching your audience.

Questions? Comments? Suggestions?

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