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Anticipate Client Needs: Beyond Best Practices in Client and Customer Service (6)Anticipate Client Needs: Beyond Best Practices in Client and Customer Service (6)

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.

Credits: 1
Estimated Length: 1 hour(s)


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Online Lesson1. Anticipate Client Needs: Beyond Best Practices in Client and Customer Service (6) -


Upon completion of this course, participants will be able to:

  • 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.  

Field of Study:  Communications and Marketing

Recommended CPE Credit Hours:  1.0 

Course Level: Intermediate 

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

Designed For: Professionals in a leadership, supervisory or managerial position. 

Instructor: Karl J. Ahlrichs, SPHR 

Publication Year:  2017

Expiration Date:  Course content is reviewed annually and revised with necessary changes or else the course is removed.


Karl's Biography:

Karl J. Ahlrichs, SHRM-SCP, SPHR is a Human Resources professional with more than 30 years of experience who trains organizations on ethics and risk management in general and Harassment Avoidance in particular.

He is a national presenter and author, a BLI Thought leader, and, as Senior Consultant at Gregory & Appel, has presented on complex HR topics to multiple industries. He has facilitated an invitation-only roundtable for CFOs for more than 20 years, and has been named the SHRM Human Resource Professional of the Year for the State of Indiana.

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