Practical Customer Journey Mapping
3 days|Delivered on request
This is a hands-on programme. Delegates spend most of the time working through telephone and contact centre skills and customer retention on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: service recovery is usually the moment that decides whether a customer stays, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with customer journey mapping, complaint handling and service level design in their own organisation.
What delegates leave able to do
- Review customer journey mapping and say plainly whether it is working, measured against the Consumer Protection Act
- Put complaint handling on a footing they can defend to a reviewer
- Make a decision about service level design without waiting for a specialist
- Explain pipeline management to someone who does not do the work
What the course covers
- Telephone and contact centre skills
- Customer retention
- Customer journey mapping
- Complaint handling
- Service level design
- Pipeline management
- Objection handling
Who should attend
- branch managers
- client relationship managers
- sales representatives
