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PCS 392 explores strategies and practices
financial services organizations use to create value and build relationships
through customer contacts.
Topics
Covered:
- Overview of Customer Contacts
- Strategic and Tactical Planning
- Participants and Expectations
- Organizational Structure
- Workflow Processes
- Workforce Management
- Human Resources in Customer Contacts
- Technology in Customer Contacts
- Knowledge Management in Customer Contacts
- Measuring and Reporting Customer Contacts
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 Contacts: Strategies and Operations (2002); (LOMA; ISBN 1-57974-155-X) [PBD Order # PCS 392-10-02].
Test Preparation Guide for PCS 392 (2002); (LOMA; ISBN 1-57974-156-8) [PBD Order # PCS 392-40-02].
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:
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PCS
391—Customer Behavior
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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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