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.
Trainers have passion to teach & impart knowledge.
Good direct connection between course material and real problems.
Good logical structure of the course and explanation.
This course will be very useful in my daily work.
Good class notes and great examples.
I can proudly recommend these courses for others as well.
Amazing, more than excellent, audience-oriented trainer.
I received a lot of useful information which I use in my work every day.
Excellent course and instructor.
Seminar entirely for Telecommunication operators. A lot of issues covered.
Regardless of technology I received theoretical and practical answers.
Trainer understands local market experience.
Highly professional trainer with lots of practical experience. Friendly and open.
I feel like the trainer is the best professor and mentor one can have.
Excellent methodology of teaching. Simple and easy to understand training.
Deep and detailed topic analysis.
The training exceeded my expectations.
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The course exceeded my expectations. Hats off!
I am very impressed with the trainer's knowledge and experience.
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A good approach to a complex problem.
The whole course was very valuable.
A clear picture of GSM switching and signalling.
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Trainer is open for comments and discussion.
The training is completely excellent.
The trainer is capable of answering all my questions.
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Course covers all important issues and presents relevant examples.
Experienced trainer. Excellent descriptions.
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Trainer understands local market experience.
Perfect course.
Many different people from different operators can share their problems and ideas.
Excellent exercises!
Training was above expectations!
Trainer was able to answer practical questions.
A lot of useful materials and knowledge.
Training provides useful methods to analyze real protocols.
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The best training ever.
More than excellent course!