Module:
Customer Journey Mapping & Service Standard Setting
Duration:
½ day
Suitable for:
Managers & Team Leaders.
Delivery:
Online and/or face-to-face.
Institute of Leadership Approved:
Yes.
Please note that:
- Institute of Leadership Recognition is optional. This module can be delivered stand alone.
- A minimum of 9 x ½ day modules are required to achieve IoL Recognition.
Aims:
This module will enable participants to understand how to map their customer journey and define and/or redefine their customer service standards.
Key content:
- Customer journey mapping.
- Customer experience improvement.
- Defining face-to-face, telephone, written and environmental customer service standards.
- Action planning for implementation.
Other features:
Access to our learning portal for:
- Pre-course work (e.g., videos and questionnaires)
- Workbooks
- Post course evaluation
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