The Customer Focus: How to Deliver Moments of Magic® II of II

Regular price $99.00 Sale


Amaze members every time they deal with you and you’ll have a valuable competitive edge.

If you amaze members every time they deal with you, you’ll have a valuable competitive edge, regardless of the state of the economy or the dynamics of the marketplace in which you operate.

So how do you achieve that? In this second part of “The Customer Focus” course, you will learn to operate with grace under fire. In other words, you will know how to behave appropriately and effectively when members aren’t happy with you. Learn about Moments of Misery™ that your customers, internal or external, might experience and tips and techniques that you can use to turn them into Moments of Magic®.


  1. Comprehend when you should say no, the 4 reasons why, and how to communicate more effectively.
  2. Understand what a Moment of Misery is and how to transform a Moment of Misery into a Moment of Magic.
  3. Strategize how to manage the first impression and build rapport.
  4. Learn communication style and strategies for effectively solving client problems.
  5. Appreciate the magic of transforming the moment.
  6. Identify 10 common mistakes of phone communication.
  7. Get tips on how to handle the angry caller.
  8. Know how to continue creating ongoing moments of magic.
  9. Learn tips for building your own complaint management strategy.
  10. Recognize what a moment of innovation is and how you can apply those moments to increase production or decrease costs.




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:

What do I do if I have a technical problem?

First, clear your cache and reboot. Second, try using Google Chrome browser. If you still have a problem, email

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

Check to ensure that the address you are providing matches the address you have on file with the credit card company.

How do I print my competition certificate?

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.