Tuesday 11th December 20:54

065. The Customer Journey

Knowing What Your Customers Experience

The "The Customer Journey" SkillBooster is the perfect way to boost your knowledge and skillls in customer care and so develop your competence in communication skills. The attractively-designed one-page summary will give you an insight in how customers experience your service or product. It will also show you how to differentiate between different kinds of customer and analyse what different customers want from their journey with you.

Features of "The Customer Journey"

In this SkillBooster, you'll learn...
· the 2 needs that every customer always has
· why you have an internal customer as well as an external one
· why all that matters is what the customer thinks
· the 5 stages on the customer journey
· why the customer leads the business and the business has to follow
· why every experience determines the customer's next expectations
· how to use a spidergram to dissect your customer base.

How to Use this SkillBooster

"The Customer Journey" can be used in numerous ways, for example as a handout, flashcard, or poster on a customer care training course or as a memory-aid for your own training or development in this aspect of communication skills. For professionals it is an ideal starting point for continuous professional development.

Complementary Products

Other MTL products that are related to "The Customer Journey" and will complement your training in customer care and communication skills are the online course in Customer Focus; the mini-courses in Customer Care; and the Wow! Customer Care Step by Step Series. You can also collect other SkillBoosters in customer care such as A Customer Strategy and The Customer Promise or download the complete set of 250 SkillBoosters as a MTL Bumper Bundle. 

Price of this product: FREE!

Delivery Method:
This product can be downloaded directly from this site.

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