Course Name
Customer Astonishment: The Commitment to World-Class Customer Care

Contact Hours: 3

Course Description

Customer loyalty is the crowning achievement in any business. Customer loyalty is absolute leverage on profitability and growth. It means that your success is cumulative from year to year. In today`s business environment, a satisfied customer is no longer enough. We have all entered a new age wherein we must positively astonish our customers by anticipating their needs. To be Customer Need Driven is the goal. It is essential to build on solid customer relationships, to listen continuously to recognize changing needs, and to earn the right to offer the very best solutions. Your customers expect leadership. As you demonstrate such a commitment, a true spirit of partnership will develop. Brand loyalty will be the result. This course is an overview of the key insights to be found in Darby Checketts’ new book, Customer Astonishment: 10 Secrets to World-Class Customer Care.

Your expert-led training is presented by Darby Checketts. Darby Checketts is the president of Cornerstone Professional Development, which he founded in 1985. He began his post-college career with Ford Motor Company in Dearborn, Michigan. He later served as Corporate Quality Services Manager for Digital Equipment Corporation in Maynard, Massachusetts. As a division vice president of Wicat Systems of Orem, Utah, he helped to pioneer Computer-Based Training methodologies. He has also served as a manufacturer’s sales representative and as a continuing education instructor at Babson College in Wellesley, Massachusetts. As a consultant and coach, Darby has worked closely with hundreds of leading organizations in 25 countries on five continents. Millions of individuals have benefited from his eye-opening, highly energizing keynotes and educational presentations. Early in the 1990s, he developed the concepts of Customer Astonishment that have helped to transform many organizations. His clients range from federal government agencies to Fortune 500 companies to small and rapidly growing firms in all industries. He is the author of eight books.

Frequently Asked Questions

How long will it take me to complete the course? The amount of time it takes to complete the course is dependent upon the time you are able to spend in study. The actual length of the online video instruction is close to 3 hours. However to maximize the learning experience, that online video instruction is broken into many smaller topic segments that tend to be 10-15 minutes in length, and many have optional activities as well.

Will I be able to work at my own pace? Yes. The modular format of the instruction method allows you to proceed according to your own pace. Your personal schedule governs your completion time.

Are there any required books for the course? No. the printable materials are accessible from within each course segment and can be viewed online as well. These are included at no additional cost to you.

Can I assess what I have learned? Yes. Each self-paced unit has an associated assessment quiz. From there you will be able to determine if you understood the concepts or if you still need to review the materials further.

What are the advantages of taking this course online? Always accessible…on demand…single login…easy to manage…work at your own pace…these are just a few of the many advantages.

By completing this course you will learn:
  1. How customer astonishment works
  2. How to implement customer astonishment
  3. How customer astonishment improves customer service
Enroll today in this course to start your learning.

Evaluation of your performance will be based on...
  1. Individual module quizzes which can be taken before or after the training section
  2. Post quiz that assesses the combined topics covered within the complete courses level
Completing a self-directed course: It will be your responsibility to access the course through your individual login, learn from the one-on-one instruction segments, and assess your level of retention with the post tests. All course materials will remain accessible online for the period of the subscription access. The printable study guides can be retained indefinitely as a means of refreshing your skills after a period of time.


  • What is Customer Astonishment
  • Building a Service Culture
  • Customer Service
  • Customer Outcome Responsibility
  • Customer Need Driven
  • Customer Satisfaction
  • Customer Astonishment
    • Concepts
    • Personal Commitment
    • Pride Factors
  • A-C-T
  • Customer Communication
  • Course Conclusion
  • Customer Astonishment Book Overview