Customer Journey Mapping & Service Standard Setting


½ day

Suitable for:

Managers & Team Leaders.


Online and/or face-to-face.

Institute of Leadership Approved:

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.

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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