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PCS 391 explains the motivations, attitudes, and
buying behavior of customers, including those who purchase insurance and
financial services, as well as intermediary customers such as agents and
brokers.
Topics
Covered:
- Managerial Importance of Customer
Behavior
- Three Roles of a Customer
- Market Values Customers Seek
- Financial Services Customers
- Determinants of Customer Behavior
- The Customer as a Perceiver and
Listener
- Customer Motivation and Psychographics
- Customer Attitudes
- Market Differentiation and Segmentation
- Understanding Intermediaries as Customers
- Individual Customer Decision Making
- Business Customer Decision Making
- Understanding Consumers as Financial
Services Customers
- Customer Loyalty to Products
- Relationship-Based Buying
- Creating Market Values for the
Customer
How
to Enroll
Simply log in to
LOMANET, LOMA’s internet-based system that allows students and
training administrators to access student information, monitor progress,
and enroll for exams. New student? Visit LOMANET at www.lomanet.org
and create an account today!
Ordering
Study Materials
To order
PCS course material
contact:
PBD Worldwide Fulfillment Services
Order online! www.pbd.com
Tel: 1-800-887-3723 or 770-280-4178
Fax: 770-280-4150
E-mail: LNH@pbd.com
Textbooks for this course:
Customer Behavior: Consumer Behavior and Beyond (2001); (Harcourt Brace College Publishers; ISBN 0-03-046842-6) [PBD Order # PCS 391-10-01].
Test Preparation Guide for PCS 391 (2001); (LOMA; ISBN 1-57974-127-4) [PBD Order # PCS 391-40-01].
PCS
Designation Program
The PCS Program is designed especially
for individuals in customer contact positions in the financial services
industry such as call center staff, customer service representatives,
claim representatives, and managers. Required courses:
-
PCS
391—Customer Behavior
-
PCS
392—Customer Contacts: Strategies and Operations
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PCS
393—Customer Relationship Management
AND
When you successfully complete the three courses
in LOMA's PCS Program, you will receive a certificate of completion. If you have
earned your Associate, Customer Service (ACS) designation prior to completing
the PCS Program, you will receive a personalized diploma and may replace the ACS
designation with PCS after your name.
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