Learning objectives :
- Assess the customer impact of your projects and decisions using a structured approach to prioritize what really matters
- Define your department’s values and embody them in your daily work, for both external and internal clients
- Map the customer experience to identify pain points and priority areas for improvement
Course :
Session 1: Putting the Customer First
Decisions are often made based on what seems feasible or urgent, without truly considering their actual impact on customers. This session introduces a simple method for putting the customer back at the center of project and initiative prioritization.
Case Study : Apply the RICE method to several ongoing projects or initiatives, rank them based on their actual customer value, and identify projects whose impact on customers was overestimated or underestimated in order to adjust priorities.
Session 2: Defining Your Department’s Values
Service quality is first and foremost an internal culture before it is an external promise. The symmetry of care is the simple idea that how we treat our teams and colleagues directly determines how customers will be treated. This session helps participants formalize their department’s values and embody them in all their behaviors, both internal and external.
Case Study Example : Define the Service Persona for your team or department, describe how the identified values should be embodied in concrete behaviors, and identify the most significant gaps between the service promise and the reality experienced by customers.
Session 3: Continuously Improving the Customer Experience
The customer experience isn’t a one-time interaction—it’s a journey with its ups and downs. Experience mapping allows you to see this journey as a whole, identify where customers are struggling, and pinpoint where simple improvements can have a significant impact.
Case Study Example : Map a customer or user’s journey through a specific experience chosen by the participants, identify the two or three most significant pain points, and propose priority improvement actions based on impact and feasibility.
When you leave this workshop, you'll know...
- Prioritize your projects based on their actual customer value using the RICE method
- Define your department’s values and embody them in your internal and external conduct
- Map the customer experience to identify pain points and take ongoing action
And it'll come in handy for...
- Make decisions that focus more on customer impact in your day-to-day work
- Strengthen your team’s service culture, from the inside out
- Continuously and systematically improve the experience of your customers and users
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