4 Credits
Estimated time to complete this course is 2-3 hours

Finding the “Sweet Spot” when Customer Goals and Your Goals Align

Learn how to align your goals to satisfy the customer…not the other way around. Too often we lose sight of the customer’s goals by placing too much emphasis on our product/service. This program will introduce the S.M.A.R.T. system, focusing on how to interact with the customer at each touchpoint to identify their needs, expectations or goals upfront, and meet or exceed them.  Properly executed, this leads to compelling customer experience.

• Specific – What is the specific expectation of the customer at each touchpoint?
• Measurable – Can it be measured: How clear is the expected result?
• Achievable – Are the goals within your power to deliver…are they stretching the boundaries enough?
• Results-Focused – Are the action steps leading to the desired result?
• Time-Bound – Can you complete the transaction 100% during the touchpoint? If not, what next?