Course Description:
Components Shaping Customer Service Strategies |
CreditsCPE Credits: 12 Course AvailabilityClick on Course Offerings to Register |
Course Agenda
Module 1
Be Proactive with the Customer Experience
- Build a business case for enhancing customer experience
- Integrate experience into product design
- Identify and communicate the ROI of the customer experience
Module 2
Live Your Customer’s Experience Today
- Determine your current customer touch points
- Understand touch point transactions
- Map the current state experience
Module 3
Analyze the Customer Experience
- Objectively assess the current customer experience
- Place yourself in the mindset of the customer
- Utilize customer data and determine new methods of generating customer profiles
Module 4
Enable the Customer Experience
- Integrate the human factor in enabling and promoting the customer experience
- Educate employees on the value of the customer experience and engage them to act
- Build a supportive reward and recognition system
Module 5
Design the Customer Experience
- Recognize the difference between physical and emotional experience design
- Segment experiences by customer types and customer values
- Prioritize touch point experiences and avoid technology traps
Module 6
Use a Hands-On Approach to Customer Experience
- Take the knowledge learned and apply it using a hands-on approach
- Create your own experience design
- Set experience standards along the way
Module 7
Execute the Customer Experience
- Generate buy-in from all stakeholders and senior leadership
- Communicate the need for a memorable customer experience with your employees
- Maintain focus and engagement through the customer experience process
Module 8
Measure Experience Achievement
- Set experience performance metrics for the customer and the employee
- Refer to Balanced Scorecards and performance monitoring systems to track measures and metrics
- Utilize historical data to improve your customer experience