Anticipate Client Needs: Beyond Best Practices in Client and Customer Service

Date: December 8, 2017 Time: 2:00 pm - 3:00 pm EST Location: Online CPE: 1.0 Format: Webcast
EVENT DESCRIPTION

Customer Service is moving to Customer Experience, and modern firms must keep up with their clients, or fail at sustainability. Competition is no longer just down the street. Clients are demanding more value, and wanting a shift from reactive reporting to real time services. In the future, the customer experience will be measured by value, contribution, impact and sustainability.

LEARNING OBJECTIVES
Learning Objectives: Upon completion of this course, the participant will be able to:
* Differentiate between customer service and customer experience
* Recall the three levels of customer relationships
* Recognize core organizational and cultural decisions that build a sustainable culture of good customer experience
* Recall key points of the Herzberg’s Motivational Theory
* List techniques for delivering great customer experiences
MAJOR TOPICS
* Methods for defining the client and what their needs are
* Setting business strategy to build loyalty
* The difference between Customer Service and Customer Experience
* Tactics for building a deeper relationship with clients, including personal branding.
EVENT DETAILS
PROFESSIONAL AREAS OF FOCUS
Business & Industry
CPE FIELD OF STUDY
Communications* (1.0 Credits)
WHO SHOULD ATTEND
Professionals in a leadership, supervisory or managerial position
INSTRUCTOR(S)
Karl Ahlrichs
PREREQUISITES
Prior experience working with customers to achieve a higher level of customer satisfaction.None
COURSE LEVEL
Intermediate
LOCATION
Online Webcast
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