Exceptional Customer Experience Noncredit Certificate Program
Impress
Your CusTomers
Delivering a distinctive customer experience creates value, growth and competitive advantage.
In the race for new customers, companies can often overlook the importance of their existing customers. Transform perspective by listening to your customers and reframing operations and communications with a singular focus on impressing them.
Our Certificate at a Glance
Find out more about the Exceptional Customer Service Noncredit Certificate.
Dates
Online Anytime
Format
Scheduled Course (Canvas)
Investment
$99
Thank You to Our Partners
We would like to express gratitude to our partners that have played a pivotal role in the development of this program. These organizations represent the pinnacle of excellence in Northeast Wisconsin with their unwavering commitment to customer acquisition and service, fostering long-lasting customer relationships. They are stand-out examples of industry leadership and distinction.
Customer Experience Correlates to Revenue Growth
Research shows a strong correlation between customer experience rating and revenue growth. In fact, McKinsey analysis shows that companies that are leaders of customer experience achieved more than double the revenue growth of "customer experience laggards" between 2016 and 2021.
Why Customer Experience Matters
Today's customers are looking for a personal connection with the companies they engage with. This means that customer experience is of paramount importance to every company and affects every single touchpoint between your company and customers—from sales to marketing to product development to billing to customer service.
Essential Sessions
Help your employees embrace a customer-centric mindset to set your business apart.
This certificate program offers guidance and practical skills for your employees to learn how to better deliver customer value that boosts customer engagement, satisfaction and retention. This program includes five interactive modules that are self-paced and available online anytime. Approximate duration is five hours.
The Customer Experience
The customer experience is a key differentiator. The ability to provide a positive and memorable experience for your customers can lead to increased customer loyalty, higher revenue and improved profitability. This course will explore the principles of customer experience and provide practical strategies for improving it within your organization. Learning outcomes include:
- Learn how to map the customer journey.
- Identify pain points and opportunities for improvement.
- Develop a comprehensive customer experience plan.
The Culture of Customer Experience
This course is designed to help participants understand the importance of creating a customer-centric culture within their organization. This course will explore how culture impacts the customer experience and provide practical strategies for creating a culture that prioritizes the needs and wants of customers. Learning outcomes include:
- Define the customer experience vision and values for your organization.
- Understand how culture impacts the customer experience.
- Develop strategies for aligning organizational culture with customer experience values.
Internal Customer Experience
Internal customer service is essential in any organization, and this course designed to equip employees with the skills and knowledge needed to provide exceptional service to internal customers within an organization. Participants will learn how to enhance collaboration, increase productivity and contribute to a harmonious and high-performing work environment. Learning outcomes include:
- Cultivate a customer-focused mindset that emphasizes empathy, responsiveness and a commitment to meeting the needs and expectations of internal customers.
- Build and maintain positive relationships with internal customers by demonstrating professionalism, respect and trust.
- Develop skills in prioritization, organization and time management to handle internal customer requests efficiently.
Conflict in Customer Experience
Conflict is an inevitable part of customer service interactions and handling conflict skillfully is crucial to maintaining positive customer relationships and preserving the reputation of your organization. This course provides practical techniques and proven approaches to de-escalate tense situations, address customer complaints and turn challenging interactions into positive experiences. Learning outcomes include:
- Acquire practical de-escalation techniques to defuse emotionally charged situations with customers.
- Learn negotiation techniques, collaborative problem-solving approaches and strategies for finding win-win solutions.
- Explore self-care strategies and stress management techniques to maintain personal well-being and resilience.
Critical Communication Skills
Effective communication lies at the heart of exceptional customer experiences and lasting relationships with customers. This course focuses on developing key communication competencies, such as active listening, clear and concise messaging, empathy and decision making to meet customer needs. Participants will learn how to handle diverse customer situations, resolve issues and deliver information effectively to ensure customer satisfaction. Learning outcomes include:
- Develop skills to convey information clearly and avoiding ambiguity.
- Enhance your ability to imbue information with relevance and context, increasing its appeal and engagement for participants.
- Equip yourself to take decisive and well-informed actions.
Gain a Competitive Edge
Upon successful completion of all five sessions, you will receive an exclusive UW-Green Bay credential, a digital badge validating your accomplishment and signaling to employers your mastery of the curriculum. The digital badge can be featured on LinkedIn, your resume, email signature and website.
Instructors
Learn from industry experts. Our trainers will share their secrets when it comes to customer service.
Jesse Gast
Senior FacilitatorFestival Foods
Jesse Gast is responsible for delivering Festival’s Leadership Essentials and LEAD (Leadership Exploration And Development) programs. Jesse has more than a decade of experience leading retail teams at Festival Foods and his previous employer Shopko. He has degrees in business management and accounting.
Kelsey Leibham
Senior Manager Front of House OperationsDestination Kohler
Kelsey Leibham is currently the front desk manager at both The American Club and Carriage House in Sheboygan. She also manages the Luxury Cabin Collection, which is part of the lodging operations for Destination Kohler. Kelsey began her career at Kohler as a hospitality intern. She then earned a degree in hospitality and became part of Kohler’s Management Development Program.
Jeremiah McDuffie
Chief Visionary OfficerOshkosh Food Co-op
Jeremiah started his career in customer service at the age of sixteen with Publix Grocery store as a front-end bagger. At the age of eighteen, he became a Wal-Mart overnight stockman and worked his way up to division manager. He became a store manager for Starbucks and was promoted to area leader. He transitioned to Scooter’s Coffee as director of operations, opening fourteen stores for them over two years. Throughout his career, Jeremiah has consistently led his companies to be top-ranked in customer service while also achieving top-level sales.
Madeline (Maddie) Mittlestadt
Manager of Patient ExperiencePrevea Health
Maddie is a dedicated professional, committed to both financial wellness and physical well-being. She began in healthcare as an athletic trainer at Sports PT, an experience that not only enriched her understanding of physical health but also instilled in her a deep appreciation for the importance of holistic patient care. With a master’s degree in business administration, she transitioned to financial counseling at Froedtert. Her ability to navigate the complex landscape of health care finances makes her an invaluable asset in ensuring patients receive the support and guidance they need.
Samuel Robinson
Enrollment Services ManagerUW-Green Bay
Samuel Robinson is an experienced administrator with a successful history of working in higher education at University of Michigan, Kennesaw State University and now UW-Green Bay. He has held positions in admissions, orientation, advising and student success.
Cancelation Policy
This program is nonrefundable once purchased.
Need Guidance?
If you have any questions about this certificate program or would like to inquire about a group discount or a customized approach for your organization, please reach out to Nicole Virant, Program Specialist, at virantn@uwgb.edu or (920) 465-2548.