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Customer Experience: Service Blueprinting

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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 963 ratings

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