PrimeCustomerCare

T+D, Sept, 2003 by Dan Michaluk

Reviewed by Dan Michaluk for Training Media Review

PrimeLearning.com offers a comprehensive rundown of customer service best practice in PrimeCustomerCare. The content itself is strong, but the package needs to be implemented carefully if it's to deliver better on-the-job performance.

PrimeCustomerCare comprises 11 Internet-based courses that address a range of customer service issues. The first six courses help learners grasp the business context of customer care by defining customer service, emphasizing its personal and business benefits, and introducing key concepts.

PrimeCustomerCare will help service representatives, sales representatives, and employees indirectly involved in service delivery identify the benefits of customer-centricity and good and bad customer service behavior. In order to derive maximal value from this offering, use it as a primer in conjunction with activities such as mentoring, custom-built application exercises, or action learning that help learners apply their knowledge on the job. Those purchasing PrimeCustomerCare should also create an implementation plan that directs the intended audience to the most relevant parts of this broad offering and that considers innovative ways to motivate use of the PrimeCustomerCare chat rooms and discussion forums.

Course details

Remember Me, third edition, video, 2000, 15 minutes, CRM Learning, 800.421.0833; www.crmlearning.com. Purchase: US$845. Other material: leader guide.

Secret Service Awards, video, 15 minutes, Quarrymedia. Purchase: US$395. Other material: user guide. Review copy furnished by VideoLearning Systems, 800.622.3610; www.videolrn.com.

Smile!, video, 2002, 12 minutes, SunShower Learning, 888.723.8517; www.smile-video.com. Purchase: US$695. Other material: facilitator guide, buttons.

DialogCoach, software, 2001, 2-20 hours, Allen Interactions, 800.204.2635; www.alleni.com. Purchase: US$130-$500 per person.

PrimeCustomerCare, online, 2001, 18 hours, PrimeLearning.com, 860.526.3487; www.PrimeLearning.com. Purchase: US$450 per user per year; $8100 per 100 users per year. Other resources: mentoring, discussion boards, chats.

Dan Michaluk is a former trainer who now practices law in Toronto, Canada; dan.michaluk@cloudbreakcompany.com.