OBJECTIVE:
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 OUTCOME:
By the end of this course, participants should 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 

CONTENT:
The topics in this seminar include: 

• 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 

APPLICABLE FOR: 
Professionals in a leadership, supervisory or managerial position. 
 
WHAT TO EXPECT: 

• After registering for the on-demand course, you will receive an email from Bridge (AICPA) with your login information within two business days. 
• You will be required to sign into Bridge to access your course. To create a password for your Bridge account, use the forgot password link. The email from Bridge may take a few minutes to arrive. Please also check your junk folder.
• You will have 180 days after registration to complete the course.  
• This self-study course allows the user to save their progress and return to continue later.