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Title: Customer Journey Mapping and Service Standard Setting

Duration: Minimum ½ day


Aims: 
This module will enable managers, supervisors and team leaders to understand how to map their customer journey and define and/or redefine their customer service standards.

Objectives:
By the end of the module managers, supervisors and team leaders will know how to identify and map their customer journey, identify areas for improvement and set the required standards to deliver the very best customer experience.

Key content:

  • Customer journey mapping.
  • Customer experience improvement.
  • Defining face to face, telephone, written and environmental customer service standards.
  • Action planning for implementation.


Related courses:



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I was part of a group of 8 managers who took part in a 1 day Managing Performance workshop with Paul that he conducted... Read more →

Samantha Cooke - 14 Aug 2024

Training was very helpful for the stage I am at in terms of my work, each module was well planned out and put together... Read more →

Taylor Clarke - 28 Feb 2024

I Completed the ILM engaging Leadership course with Paul Beesly and I have learnt so much from it, I think it also... Read more →

Sam W - 6 Feb 2024

Aircare Compressor Services engaged with Beyond Theory to train / re-train all of our Managers in ILM recognised... Read more →

Wendy Hayward - 14 Jul 2023

The SDI workshop was fantastic. Really interesting and very well delivered by Paul. I would highly recommend this. Read more →

Lexie Cuzzocrea - 20 Mar 2023

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