Anticipate Client Needs: Beyond Best Practices in Client and Customer Service
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
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
Provider
Business Learning Institute
Course Level
Intermediate
Professional Area of Focus
BLI Leadership
Business & Industry
CPE Field of Study
Communications and Marketing
1.0
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.
