Overview

This two-day customer service short course covers optimising every touchpoint experience

You will learn if you are attracting customers or driving them away without knowing why

Topics include touchpoint mapping, process optimisation and a complaint management toolbox

After this course you will be able to:

  • Analyse your customer service process from end to end.
  • Make a 360° map of your organisation’s touchpoints.
  • Identify which customer touchpoints are working and those that are not.
  • Identify what processes and touchpoints can be improved to add value to your customers’ experience.
  • Use a variety of techniques to develop a customer-focused culture.
  • Use a proven best practice approach making change happen when managing customer complaints.

Who should attend?

If you are a customer service manager or customer service process owner, then this course is for you.

It is a highly practical and interactive course designed to help you identify the customer touchpoints in your own organisation that aren’t working and can be improved. It will provide you with a ‘blueprint for success’ to take back to the workplace.

You will also take away a CD containing a best practice step-by-step guide for use with others to analyse and improve your current approach to the customer touchpoint management process.

Learning outcomes

  • Analyse your customer service process from end to end.
  • Make a 360° map of your organisation’s touchpoints.
  • Identify which customer touchpoints are working and those that are not.
  • Identify what processes and touchpoints can be improved to add value to your customers’ experience.
  • Use a variety of techniques to develop a customer-focused culture.
  • Use a proven best practice approach making change happen when managing customer complaints.

Outline

Module 1: The Customer Service Process

  • Mapping the process end to end
  • The customers’ experience
  • Identifying ‘value add’ steps

Module 2: A 360° View of Your Organisation

  • Product, process and value
  • Customer experience life cycle
  • Developing the seven steps of the life cycle

Module 3: Touchpoint Management

  • Customers’ needs, levers and values
  • Measuring results
  • Cause and effect of poor results

Module 4: Understanding Customer Expectations

  • ‘Right first time’
  • Adding value
  • Motivating loyalty and advocacy

Module 5: Developing a Customer-focused Culture

  • Aligning people, processes and systems
  • Thinking like a customer
  • Deliver bad news fast

Module 6: Improving Customers’ Experience

  • Why customers complain
  • Managing difficult situations
  • Saying no but retaining customer loyalty

Module 7: Personal Application Plan

  • Planning for change
  • Using the ‘blueprint’ for success
ISOC trainers

Training staff include