Training Course – SJT

Designed for individuals looking for a proven approach to improving the customer experience, COPC® Service Journey Thinking training provides the tools and know-how needed to generate substantial and lasting change. From blueprinting the journey to linking backstage (behind-the-scenes) activities with frontstage (customer visible) activities, participants will be equipped to have an immediate and positive impact on the service journey.

The mission of every customer experience (CX) leader is simple — to fulfill the needs of customers quickly, cost effectively, and with as little customer effort as possible. The path customers take to resolve an issue, as well as the experiences they have along the way, is known as the service journey. It differs from what many of us know as the customer journey in that it applies to both visible and behind-the-scenes activities that impact the customer experience and outcome. The service journey includes all the steps and communication methods a customer uses, and the tools and logistics a business or contact center employs to complete the service process.

Service Journey ThinkingSM is COPC Inc.’s comprehensive approach for improving the service journey. It involves analyzing the effects of all service channels together, not simply individual channels and actions. It considers the service journey from the customer’s perspective, and also examines the internal components that support the experience, including people, technology, processes and policies. By applying Service Journey Thinking, brands promote greater efficiency, improved performance and reduced costs within their operations. For their customers, this means reduced effort, improved satisfaction and enhanced loyalty.

• Generating a better service design to improve the customer experience
• Visualizing service journeys through service blueprints — a comprehensive mapping approach for service journeys
• Linking frontstage (customer visible)
  and backstage (out of sight) operational activities to identify performance and process gaps
• Identifying root causes of customer dissatisfaction and reducing workload related to product or service failures
• Decreasing future contact by resolving customer needs before they occur
• Optimizing channel transitions, drive consistency to improve resolution rates
• Simplifying transaction complexity to reduce customer effort and time-to-resolution
• Identifying key areas for performance improvement and developing appropriate recommendations
• Designing and deploying improved methods for performance monitoring