The Customer Journey
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
