Full course description

Back to Courses

Start:

September 5, 2018

Duration:

4 Weeks

Location:

Online

Price:

Free



Service blueprinting is a method of improving the customer experience by analyzing all the internal actions necessary to produce an excellent customer experience. Learn to recognize moments of truth and customer pain points. Discover how to detect opportunities to improve. Understand the specific benefits that blueprinting offers to customers, to organizations and to employees, and that the best service processes are designed by the employees who deliver the customer experience.

At the end of this course, you should be able to:

  • Describe the differences between products and services.
  • List the three things that customers want in a service.
  • Define on-stage, back-stage and support actions on a blueprint.
  • Draw a blueprint of a service process.
  • Explain the benefits of blueprinting to customers, organizations and employees.

  • Chapter presentations:

  • How Services Differ from Products
  • Design Factors to Consider
  • Why Do We Need Services Blueprinting?
  • Services Blueprinting Components
  • Services Blueprinting Components with Technology
  • Try Your Hand at Services Blueprinting
  • Major Benefits of Services
  • Collaboration Across Internal Groups

  • This course is especially beneficial to managers or individual contributors who are responsible for customer interactions with the organization (customer experience, operations, support, sales and marketing) and those charged with changing existing customer processes.