Next Steps Series – Client Needs: Beyond Best Practices in Client and Customer Service

Overview

Customer Service is moving to Customer Experience, and modern firms must keep up with their clients, or fail at sustainability. Learn to compete when will be measured by value, contribution, impact and sustainability.

Highlights

Key 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

Prerequisites

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

Designed For

Who Will Benefit

• Professionals in a leadership, supervisory or managerial position.

Objectives

Learning Outcomes

• Differentiate between customer service and customer experience
• Recall the three levels of customer relationshipsRecognize 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