YoVDO

Customer Experience: Service Blueprinting

Offered By: LinkedIn Learning

Tags

Customer Experience Courses Customer Service Courses Business Process Improvement Courses User Experience Design Courses Service Design Courses Customer Journey Mapping Courses

Course Description

Overview

Deliver an exceptional customer experience. Learn how to use customer service blueprinting to map and support the customer journey.

Syllabus

Introduction
  • Planning your customer service inflection points
1. Outcomes of Service Blueprinting
  • What is service blueprinting?
  • Define the scope for a blueprint
2. Prepare for Success
  • Gather data to create the blueprint
  • Map the customer actions on the blueprint
  • Map the employee actions for this scope
  • Layer in support actions for the scope
3. Running a Service Blueprinting Session
  • Prepare for the workshop and setup
  • Set expectations for the workshop
  • Finding solutions to pain points
  • Validate with customers and employees
4. Using Your Blueprint
  • Finalizing and using your blueprint
  • Leveraging service blueprints

Taught by

Jeannie Walters

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