This espresso session will help identify ways to improve the customer service process and make the company’s customers’ life easy.

By the end of the session you will be able to:

  • Describe the company’s customer experience and identify the key touch points with the customers.
  • Explain the company’s processes and systems which support the customer touch points and recognise the impact they have on the customer experience.
  • Establish where the gaps are between customer expectations and the company’s delivery, and build a ‘blue print’ for ways to improve the process and make the company’s customers’ life easy.