The Customer Focus: How to Create Moments of Magic® for Human Resource Professionals - I of II (SHRM)

Regular price $49.00 Sale


Powerful ways for you to apply to establish fantastic relationships in the workplace.

As a human resource professional you regularly interact with clients, stakeholders and internally with your team. Displaying competency in managing those relationships and creating Moments of Magic® that turn ordinary interactions into memorable experiences is important to your job success. In this 1 hour course, learn to make a great first impression, build rapport, learn to communicate effectively.

In today’s highly competitive marketplace, ordinary interactions will get you only so far. In order to create long-term, secure relationships with your clients and members, you need to amaze them. In this thoroughly engaging, high-content course, you will learn practical strategies and Shep's philosophy: “Moments of Magic® don’t just happen; they’re created by people who know the formula.”

You will also learn about Frank, the taxi cab driver, and discover within the story that Moments of Magic® are the really great experiences that keep members coming back for more. Moments of Magic® are not just okay or satisfactory experiences. They’re the moments that make members want to do business with you over your competitors.


  1. Identify strategies that deliver an over-the-top or an above-and-beyond experience.
  2. Understand the 5 levels of service.
  3. Define what internal customers are, and identify who they are.
  4. Foster relationships successfully with moments of magic.
  5. Recognize the moments-of-truth chain of events.
  6. Learn communication techniques and tips for delivering effective member service.
  7. Appreciate that member service must be embraced by everyone within an organization.
  8. Determine what the moments of truth are.
  9. Implements moments of magic to help with negotiating with internal and external stakeholders to advance the interests of your organization.
  10. Building engaging relationships.




Who should take courses from XTRAcredits?

Anyone who is dedicated to advancing in their career and/or their business and requires credits towards re-certification of their professional designation or certification.

How do I login to access the XRAcredits Virtual Training Centre from the website?

The Sign In is located on the upper right hand side of our website or go to this URL:

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I have tried to purchase a course and the payment processing is not working.

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Do any of your subject matter experts offer live training for professional development or continuing education credit?

Yes, contact us to learn more. 780.628.6443 |

Can we gain access to the catalogue of courses if we don’t require continuing education credits?

Yes, contact us to talk about opportunities. 780.628.6443 x3 |

How do we gain access to the catalogue of courses if we are an association or society that you are not currently working with?

Contact us to join our growing list. 780.628.6443 |

How do I access the course after I have purchased it?

You will receive an automated email that will provide you your login information. Sign in via the link provided within your email ( to access the XTRAcredits platform. Once you have logged in, access the Training Centre to initiate your course.

Where is my course located after I sign in?

All courses purchased are located within our virtual training platform Training Centre.

When will I have access to the course?

Immediately after your purchase, once you login.

What if I need additional time to complete the course?

You have 90 days to complete your course from the date of purchase.

What will I get once I complete the course?

When you complete the course successfully, you will receive a completion certificate.

How will I know if all the necessary information that I need to apply my credits to my continuing professional development plan will be on my completion certificate?

You will be prompted to answer a short series of questions when you print your certificate that addresses all the necessary information to be applied to the certificate before you print.

Does the completion certificate have the XTRAcredits CE Provider ID on the certificate?

Yes, when the CE provider ID is required by the accrediting body.

Is there a copy of the certificate that I can access after 90 days?

You must print and retain a copy of your certificate for your own records.

What is the refund policy?

All sales are final purchase.

What is continuing education?

Continuing education involves the mandatory maintenance for re-certification of a professional designation or certification through a division of an association, society, or accrediting body of authority where the professional designation and or certification has been completed.

How do I know if I will receive continuing education credits if I complete the course?

You can find a listing of all of the Accrediting Bodies that have pre-approved this course for continuing education credits in the Accrediting Body Approvals section which is found directly below the Learning Objectives section above.

How many continuing education credits do I receive upon completion of this course?

The number of continuing education credits each Accrediting Body has pre-approved for this course are included in the Accrediting Body Approvals section which is found directly below the Learning Objectives section above.