Improving  the Customer Journey

Course Overview

This program is about improving the customer journey. Every customer journey has a beginning and an end, along the way there are touch-points which impact the overall customer experience. When a customer has a negative experience along the journey, the overall customer experience can be negative. Imagine visiting Disney World with your family and one of the ride operators is using offensive language. The use of offensive language does not fit with the Disney brand and creates a negative experience for the customer.

Program Objectives

  • During this program, participants will:

  • identify the customer journey touch-points

  • review communication skills needs to provide exceptional customer service at each customer touch point

  • look for bottlenecks and obstacles which prevent the customer from having a fabulous experience

  • identify process improvement opportunities

  • develop an action plan for moving forward

Available Formats

½ day, full day