Course ID: ANT-CLNT

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

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

Advanced Preparations

None


Who Should Attend

Professionals in a leadership, supervisory or managerial position


Fields of Study

Communications and Marketing

Prerequisites

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


Provider

Business Learning Institute

CPE Credits

1.0

Level

Intermediate

This course is available for your group as:

 

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To learn more or customize this course for your group, complete this form and a BLI team member will get back with you shortly.


Or, contact BLI: 888-481-3500 or learn@blionline.org
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