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.
* 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
* 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
Who Should Attend
Professionals in a leadership, supervisory or managerial position
Prior experience working with customers to achieve a higher level of customer satisfaction
Additional Event Information
Contact NCACPA if you need assistance with your online program. For the quickest results, email the Online Learning Team at [email protected], and a team member will contact you shortly.
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*NCACPA office hours are 9:00 am–5:00 pm ET. Online Learning Team members will be available via phone or email 30 minutes prior to the start of a live online program.
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Also Available As
Wednesday, January 1, 2020 (12:00 am–11:59 pm ET)
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|W0036420: Anticipate Client Needs: Beyond Best Practices in Client and Customer Service||Early Bird||Regular|
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