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This 3-day program will help your customer service team develop the customer’s journey map, a customer service excellence framework, and key performance indicators. These will then be used to generate buy-in from the remaining customer service professionals to use the framework and be accountable for the performance measures. The map will help the team understand the customer’s preferences better and train other team members to achieve service excellence.

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The program focuses on creating deeper understanding and buy-in which are the two key ingredients for effective implementation. The experience will also help the organization identify specific skill gaps for further training.

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Program Curriculum:

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1. Customer Service Framework

2. Service Excellence Measures

3. Customer’s Journey Map

4. Communication, Training, Buy-In, and Monitoring.

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For more information about this service, please request a meeting with our team.