PRESENTING:

Customer Experience Excellence

Course Overview and Objectives

There are four points, we're going to emphasize in this course:

  • A Customer Experience Mindset: First we’ll expand on what it means to have a customer experience mindset not just as an individual but as an entire organization.
  • Identify Your Customers - both internal and external
  • Map Their Journey: Next, we'll look at a simple framework for mapping your customers Journey
  • Assess How You’re Doing: identify what’s going well and where there are opportunities for improvement.

Workbook preview

Customer Service Excellence Course Overview

Introduction and Course Overview

  • Course Overview and Objectives
  • Download the Workbook (3 min)
  • Activity: What's Your Experience (15 min)

A Customer Service Mindset

  • A Customer Service Mindset
  • Activity: Customer Experience Mindset (15 mins)

Who Are Your Customers?

  • Who Are Your Customers
  • Activity: Creating a Customer Persona (15 min)

Mapping Your Customers' Journey

  • Mapping Your Customers' Journey
  • Activity: Mapping Your Customers' Journey (20 min)

Customer Feedback

  • Getting Feedback
  • Activity: Ask for Feedback, Right Now! (15 min)
  • Interview with Erica Roberts: The Feedback Loop

Conclusion