Process Mapping for Improved Customer Service

In this program you will learn how to ask, listen and respond to what your customers want. Then you will analyze your processes and making changes focused on the customer. Hands-on exercises will teach participants to look at internal processes, identify gaps and then identify key improvements to move your organization to become a more customer focused organization.

Master the skills to:

• Map out your key customer processes
• Overcome frustrating, irritating blocks to best serving the internal and external customer
• Identify key disconnects that prohibit you from becoming a truly customer centric organization
• Create an action plan of specific action items you can implement to improve customer service levels, increase sales and customer retention and overall profitability
• Improve processes so they best address customer issues including quality, service delivery time, ordering process and communication effectiveness
• Understand what your customer really wants

You will create an action plan based on your own customer processes. This will be taken back into your work place for implementation.

What you will learn:

Current Processes

• Learn the techniques and symbols used to map out processes
• Mapping the processes that have the greatest impact on your customer
• Identify process blocks and valueless activities
• Identify disconnects affecting productivity, loyalty and satisfaction

Customer Focused Improved Processes

• Explore how to alter current processes to focus on the customer
• Identify process improvements and activities to enhance the customer experience
• Realize value added activities

Move forward Strategy

• Create an action oriented strategy for implementing customer focused changes in your organization

• Define the key questions needed to understand your customers wants and needs

Who should attend:

This is an important program for anyone who is involved in the customer process, both directly and indirectly. Attendees include management and non-management staff from departments including: customer service, collections, technical support, engineering, human resources or support.

Duration:

1 day

Special Features:

This seminar uses individual and group exercises. Post session one-on-one coaching is available to enhance the training and provide on-going positive support.