Welcome to the “Expert Insights: Creating an Amazing Customer Experience with Shep Hyken” course intended to give workers and managers the tools they need to create a more amazing customer experience. Presented by Shep Hyken, customer service speaker and seven-time best-selling author, this course comprises five lessons and is part of our Expert Insights series. Throughout this course, you’ll learn why customer service is not just a department, who the term “customer” applies to, what “average” means, and what you need to do to operate in the zone of amazement. You’ll learn how to manage the moment of truth to create magic, with 10 helpful tips, as well as six steps to create a customer-focused culture. By viewing this course and following the tips outlined in each lesson, you’ll be able to implement changes to your team and company that will help create an amazing experience for all of your customers. To access your activity IDs, a View CECertificate button will display on the profile upon completion of thecourse. This program is valid for 1.25 PDC for Society for Human ResourceManagement (SHRM), 1.25 hour(s) of recertification credit through the HRCertification Institute (HRCI) and 1 PDU for the Project Management Institute(PMI).
Overview
COURSE DIFFICULTY
COURSE DURATION
1h 9m
Skills Learned
After completing this online training course, students will be able to:
Understand the importance of customer service beyond just a department
Identify key strategies to create an amazing customer experience
Implement steps to develop a customer-focused culture
Manage critical moments of truth effectively
Apply practical tips for enhancing customer interactions
Customer service professionals, Managers, Team leaders, Business owners, HR professionals
None
01. Introduction to Customer Experience
02. The Role of Customer Service in Business
03. Strategies for Creating Amazing Experiences
04. Managing Moments of Truth
05. Developing a Customer-Focused Culture
SKILLS LEARNED
Skills Learned
After completing this online training course, students will be able to:
Understand the importance of customer service beyond just a department
Identify key strategies to create an amazing customer experience
Implement steps to develop a customer-focused culture
Manage critical moments of truth effectively
Apply practical tips for enhancing customer interactions
WHO SHOULD ATTEND
Customer service professionals, Managers, Team leaders, Business owners, HR professionals
PREREQUISITES
None
COURSE OUTLINE
01. Introduction to Customer Experience
02. The Role of Customer Service in Business
03. Strategies for Creating Amazing Experiences
04. Managing Moments of Truth
05. Developing a Customer-Focused Culture
