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Customer Journey Excellence
Thu 12 January 2017, 10:00 – 16:30 GMT
CUSTOMER JOURNEYS AND INSIGHT
Are the key to understanding where we should concentrate our efforts so we truly delight our customers and understand what matters to then when.
As part of the new and innovate approach to the Customer Service Excellence programme organisation are looking at Customer Journeys often for the first time.
If you have an interest or responsibility for Customer Service or want to understand where you can rationalise service delivery and where you cannot then this unique course is for you.
No experience is needed and course fees include Robert Sullivans latest e-book on Customer Journeys.
This course is a unique blend of Marketing, Quality Management, Customer Service, Process Design and Influencing Skills all for the newbie or more advanced staff member.
Who is the customer?
Where are they going (predictive analysis)
Designing your customer avatar
What journey do they undertake?
Mapping the Customer Journey
Streamlining the Journey
Influencing the customer through Avatar Management
You will receive a personalised CPD Certificate
Online Learning & Support
You will receive access to the Online Learning channel that supports the course and the book for 6 months.
Payment will secure your space. We can offer invoices but only on payment of the invoice can a space be sured. It is very probable spaces will sell out quickly please be as quick as possible.
If you cancel you will lose all fees but replacements from your organisation are acceptable up to 5 days before the course completelt free of charge.