Customer Service vs Customer Experience – Anticipating and Serving Evolving Needs Bonus Class

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 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
  • Discover methods for defining the client and what their needs are
  • Set business strategy to build loyalty
  • Clarify the difference between Customer Service and Customer Experience
  • Employ tactics for building a deeper relationship with clients, including personal branding
Major Topics
  • How motivation theory applies to the Customer Experience
  • How to categorize the audience – Information or Relationships
  • Aligning Client values with communication styles
  • How great customer service depends on high performing employees and an engaged culture
Provider
Business Learning Institute
Course Level
Intermediate
Professional Area of Focus
BLI Leadership
Business & Industry
Future Ready
T Shaped Professional Anticipating and Serving Evolving Needs
CPE Field of Study
Communications and Marketing
4
Who Should Attend
Management, supervision, and any staff with client interaction
Instructor(s)
Karl Ahlrichs
Prerequisites

Prior experience working with customers to achieve a higher level of customer satisfaction

Advanced Preparation

None

Location

MACPA Towson Center, 901 Dulaney Valley Rd Ste 800 Towson, MD 21204-2624

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When
Apr 23, 2019
12:00 pm - 3:30 pm
Location
MACPA Towson Center, 901 Dulaney Valley Rd Ste 800 Towson, MD 21204-2624
Total CPE Credits
4
Format
In-Person
Instructor
Karl Ahlrichs

MEMBER


$ (% off)
$125.00
Price includes $25 early registration discount(s) - expires 03/23/2019
Price increases to $150.00 on 03/24/2019

NON-MEMBER


$ (% off)
$175.00
Price includes $25 early registration discount(s) - expires 03/23/2019
Price increases to $200.00 on 03/24/2019
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Customer Service vs Customer Experience – Anticipating and Serving Evolving Needs Bonus Class


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