Five-day professional program. Approximately 25-30 training hours. Final agenda, language and delivery arrangements are confirmed in the proposal.

Course Overview

Connect customer expectations, service behaviors and process improvements to deliver more consistent customer experiences.

This five-day professional program combines focused discussion, practical workshops and a course-specific applied project. Participants work with sample information or anonymized organizational cases and develop outputs that can be adapted to their workplace.

Learning Outcomes

Develop and review a practical customer journey map.

Develop and review a practical service communication checklist.

Develop and review a practical handoff and ownership plan.

Develop and review a practical customer feedback scorecard.

Develop and review a practical customer experience improvement plan.

Who Should Attend

Customer service staff, contact-center teams, supervisors and customer experience professionals.

Relevant professional experience is recommended. The final level and case complexity can be adapted to the participant group.

Training Methodology

Interactive discussions, worked examples, case analysis, practical workshops, role practice where relevant, peer feedback and a final applied presentation.

Assessment can include a short baseline review, evaluation of practical outputs and the final project. Attendance and completion requirements are agreed in the proposal.

Course Tools and Templates

Customer journey map template or working document.

Service communication checklist template or working document.

Handoff and ownership plan template or working document.

Customer feedback scorecard template or working document.

Customer experience improvement plan template or working document.

Delivery Requirements

Classroom, live online and private organizational delivery are available by agreement. The final venue, platform, session timing, training language and required materials are confirmed during planning.

Participants should bring a laptop where the exercises involve models, dashboards or digital tools. Software selection, licensing and any prerequisite skills are agreed before delivery.

Course Customization

The proposed five-day sequence can be adapted to the organization, industry, participant experience and learning objectives. The final agenda and practical activities are confirmed in the written proposal.

Course Outline

Proposed sequence, subject to the agreed training proposal.

Day 1 – Customer expectations and journey mapping

Assess the context, review a representative scenario, and identify priorities related to customer expectations and journey mapping.

Practical output: Customer journey map.

Day 2 – Communication, listening and service standards

Compare approaches, interpret sample information, and develop a structured approach to communication, listening and service standards.

Practical output: Service communication checklist.

Day 3 – Service ownership and cross-team handoffs

Apply the course tools to a realistic workplace scenario focused on service ownership and cross-team handoffs.

Practical output: Handoff and ownership plan.

Day 4 – Customer feedback and service measures

Test a proposed approach, discuss exceptions and responsibilities, and refine customer feedback and service measures.

Practical output: Customer feedback scorecard.

Day 5 – Service experience improvement workshop

Integrate the learning, present recommendations, and build an implementation plan for service experience improvement workshop.

Practical output: Customer experience improvement plan.