CX Mapping and Service Standards (14 hrs)

Course Code: CX-MASS-I-06

In-Company Training

Today’s customers have higher expectations as they are able to choose from a wide range of service providers. Customers who are not satisfied with the service they received will decide to spend their money elsewhere.

It is important for the employees to be equipped with the knowledge and skills needed to retain current customers and attract new customers. Organisations need to maintain exceptional service reputation based on what their customers value most and focus on the quality of the customer experience.

Customer Experience is more than just serving your customers. It is about understanding your customers, knowing where they buy products or what kind of brands they like, and delivering optimised and personalised experiences that increase customer engagement and loyalty.

  • Explore what ‘service’ is and why it is important, from the customers‘ perspective
  • Examine customer behavior when it comes to service and determine what you can do to listen to the voice of the customer and what you can do to create value for your customers
  • Able to use a process for tracing the customer’s journey through your organisation and use this process to identify what you can do to maximise the customer experience

Customer experience DNAs

  • Creating a signature experience

The customer experience mapping

  • Methodology
  • The SMART mapping

Customer experience mapping – As is

  • Select and confirm touch-points
  • Understand customers’ expectations
  • Establish “As is” maps

Customer experience mapping – To be

  • Positive and negative customers’ emotions
  • Refinement and improvement
  • Develop ‘To be’ maps

Customer experience standards

  • Types of standards
  • Develop Service standards

Participants will learn through mini-lectures, presentation, group discussion, and videos.

This course is suitable for:

  • Anyone with a role in planning and designing customer service and experiences in the organisation
  • Anyone who is currently managing the Customer Experience Team and is looking for ways to improve the total experience

Duration : 2 days (14 hrs)
Time : 9:00am – 5:00pm

Course Fee : $500.00
Nett Fee Incl. 7% GST : $535.00

 for more information.

Key Benefits
  • Explore what ‘service’ is and why it is important, from the customers‘ perspective
  • Examine customer behavior when it comes to service and determine what you can do to listen to the voice of the customer and what you can do to create value for your customers
  • Able to use a process for tracing the customer’s journey through your organisation and use this process to identify what you can do to maximise the customer experience
Course Contents

Customer experience DNAs

  • Creating a signature experience

The customer experience mapping

  • Methodology
  • The SMART mapping

Customer experience mapping – As is

  • Select and confirm touch-points
  • Understand customers’ expectations
  • Establish “As is” maps

Customer experience mapping – To be

  • Positive and negative customers’ emotions
  • Refinement and improvement
  • Develop ‘To be’ maps

Customer experience standards

  • Types of standards
  • Develop Service standards
Learning Methodology

Participants will learn through mini-lectures, presentation, group discussion, and videos.

Who Should Attend

This course is suitable for:

  • Anyone with a role in planning and designing customer service and experiences in the organisation
  • Anyone who is currently managing the Customer Experience Team and is looking for ways to improve the total experience
Course Details

Duration : 2 days (14 hrs)
Time : 9:00am – 5:00pm

Course Fee : $500.00
Nett Fee Incl. 7% GST : $535.00

 for more information.