Telco technical & business courses available worldwide |
Who Should Attend?
Customer Experience Journey Mapping (CEJM) is a special process improvement methodology developed for improving customer-facing processes. It is based on an "Outside-In" approach for process improvement - where the process is defined from the customer perspective - and on the execution of Lean Methodology. CEJM is a very powerful method used by many customer-facing organisations (such as banks, telecoms, service companies and sales organisations) to create processes that improve customer satisfaction and loyalty while remaining cost efficient.
This course is designed for anyone who works in customer care, sales, or marketing. It is offered for 2 groups, up to 5 participants each.
Course Scope
The training consists of 3 parts. The first part (preparation) is conducted in advance offsite with minimal trainee participation, the second part is a hands-on workshop, and third part is the trainees’ presentation and brainstorming session. The second and third parts are conducted onsite over a period of 2 days.
Course Objectives
During this course the participants will:
Prerequisites
Participants should be very familiar with actual customer-facing processes & operations in the company.
Training Structure
Instructor-led training and workshop. Lecture and exercises.
Methodology
This course is a hands-on workshop in using Customer Experience Journey Mapping methodology as applied to your company’s specific situation. The instructor-led part is minimal and most of the training requires active participation in which the trainer acts as facilitator only.
Trainer understands local market experience.
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