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The Customer Journey

Course Code: CUSTJOUR

Duration: 1 Day

Course Aims:

To give you tips and techniques to enable your organisation to develop a customer-focused, customer service process every step of the way.

Course Pre-requisites:

This programme is for you if you are a customer service process owner. You will identify the touchpoints your customer has with you and opportunities to make it a great experience at every encounter.

Course Objectives:

On completion of this course delegates will be able to:
▪ Analyse your customer service process from end to end
▪ Make a 360° map of your organisation’s touchpoints
▪ Identify what can be improved to add value to your customer’s experience

Course Content:

Introduction and Objectives


The Customer Service Process
▪ Mapping the process end to end
▪ The customers’ experience
▪ Identifying steps to add value
▪ Making it easy for your customer

A 360° View of Your Organisation
▪ Product, process and value
▪ Customer journey life cycle

Creating a Positive Customer Journey
▪ Aligning people, process an systems
▪ Thinking like a customer
▪ Don’t sit on bad news
▪ Review where it goes wrong

What can be Improved?
▪ Designing your blueprint for success
▪ Plan to put things right
▪ Find where to add value

Action planning

Review of Programme

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