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.

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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.