Overview
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Deliver an exceptional customer experience. Learn how to use customer service blueprinting to map and support the customer journey.
Syllabus
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Introduction
- Planning your customer service inflection points
- What is service blueprinting?
- Define the scope for a blueprint
- Gather data to create the blueprint
- Map the customer actions on the blueprint
- Map the employee actions for this scope
- Layer in support actions for the scope
- Prepare for the workshop and setup
- Set expectations for the workshop
- Finding solutions to pain points
- Validate with customers and employees
- Finalizing and using your blueprint
- Leveraging service blueprints
