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 CE Certificate button will display on the profile upon completion of the course. This program is valid for 1.25 PDC for Society for Human Resource Management (SHRM), 1.25 hour(s) of recertification credit through the HR Certification Institute (HRCI) and 1 PDU for the Project Management Institute (PMI).