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LinkedIn Learning

Customer Experience: Service Blueprinting

via LinkedIn Learning

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Overview

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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

Reviews

4.7 rating at LinkedIn Learning based on 975 ratings

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