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21WI-0734: Next Step Series - Client Needs: Beyond Best Practices in Client and Customer Service (Webinar)

Date Tuesday, January 18, 2022
Time 11:00am - 12:00pm
Central Time
Location Online
CPE credits CPE 1.0
Field(s)
of study
Communications and Marketing - Non-Technical (1.0)
Instructor Karl Ahlrichs, CSP, SHRM-SCP, SPHR
Business Learning Institute, Inc
Fees
Standard Member Fee $35.00
Standard Nonmember Fee $45.00
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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.

Who should take this program?

Professionals in a leadership, supervisory or managerial position.

Major subjects

  • 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

Learning objective(s)

  • 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

Notes:

Course code Code 21WI-0734
Sponsor AICPA
NASBA ID#: 112891
Level Intermediate
Format Group Internet Based
Prerequisites Prereq. None
Advance
prep
None
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