Managing Touchpoint Performance to Improve the Customer Experience

This course is full of best practice tips and techniques that will enable your organisation to develop a customer-centric customer service process at every touchpoint.Are you attracting customers or driving them away without knowing why? This course will help you identify the answers to both questions.If you are a customer service manager or customer service process owner, then this course is for you.It is a highly practical and interactive course designed to help you identify the customer touchpoints in your own organisation that aren’t working and can be improved. It will provide you with a ‘blueprint for success’ to take back to the workplace.You will also take away a CD containing a best practice step-by-step guide for use with others to analyse and improve your current approach to the customer touchpoint management process. Learning Objectives By the end of this course you will be able to:Analyse your customer service process from end to end.Make a 360° map of your organisation’s touchpoints.Identify which customer touchpoints are working and those that are not.Identify what processes and touchpoints can be improved to add value to your customers' experience.Use a variety of techniques to develop a customer-focused culture.Use a proven best practice approach making change happen when managing customer complaints.