Customer Experience: Service Blueprinting
32mIntermediate2019-02-25
Authors
Jeannie Walters
Speaker, Writer, and Consultant specializing in customer experience
Course details
Creating a seamless customer experience is no accident. It takes planning and creativity. Service blueprinting is how the best organizations keep their customers coming back. Blueprinting helps you plan the customer's journey and the employees, processes, and activities to support that journey. This course covers the steps to creating a blueprint for exceptional customer service. Jeannie Walters describes how to gather feedback and data, map customer and employee actions, and hold a workshop session to find solutions to pain points and validate your findings. Jeannie also explains how to make your blueprint accessible, so that employees can implement it. The course includes examples and templates to help you blueprint as you go, and tips to connect the dots between what the customer sees and what goes on behind the scenes.
Skills covered
Customer Service ManagementCustomer ServiceDeep Dive (X:Y)
Concepts
0. Introduction
- 01 - Planning your customer service inflection points
1. Outcomes of Service Blueprinting
- 02 - What is service blueprinting
- 03 - Define the scope for a blueprint
2. Prepare for Success
- 04 - Gather data to create the blueprint
- 05 - Map the customer actions on the blueprint
- 06 - Map the employee actions for this scope
- 07 - Layer in support actions for the scope
3. Running a Service Blueprinting Session
- 08 - Prepare for the workshop and setup
- 09 - Set expectations for the workshop
- 10 - Finding solutions to pain points
- 11 - Validate with customers and employees
4. Using Your Blueprint
- 12 - Finalizing and using your blueprint
- 13 - Leveraging service blueprints