Day 1: Defining Service Quality and the Customer Promise

Value and Customer Expectations

• Define success from the customer perspective
• Distinguish functional need from emotional impression
• Recognize contextual effects on expectations
• Draft a realistic customer promise

Defining Service Standards

• Translate promises into service-performance standards
• Identify controllable versus third-party dependencies
• Manage exceptions without undermining fairness
• Build a service-standard card

Service Quality Governance

• Define service journey and channel ownership
• Connect shared decisions with governance routes
• Prevent unit targets harming customer experience
• Map ownership for a multichannel service

Day 2: Customer Journey and Pain Points

Mapping the Current Journey

• Define customer stages goals and tasks
• Connect touchpoints with backstage processes
• Record time effort information and handoffs
• Build a realistic current-state journey map

Pain Points and Moments that Matter

• Identify recurring failure uncertainty or friction
• Estimate effects on trust and completion
• Distinguish channel symptoms from process causes
• Analyze a critical journey moment

Applied Omnichannel Journeys

• Track customer movement across major channels
• Reduce repeated data entry and explanation
• Maintain consistent status/information across channels
• Design smoother handoff between two channels

Day 3: Voice of Customer and Balanced Measurement

Voice of Customer Sources

• Use surveys, complaints, interviews, behavioral evidence
• Choose channels by question/journey moment
• Reduce sampling and timing bias
• Build a voice-of-customer collection plan

Experience and Service Indicators

• Combine satisfaction effort and service-time commitments
• Connect measures with journey points/processes
• Avoid single-metric views of experience
• Design a journey dashboard

Complaint and Comment Analysis

• Classify issue cause stage and channel
• Connect complaint themes with operational data
• Detect patterns before they become widespread
• Turn feedback into testable improvement hypotheses

Day 4: Improvement Design and Service Recovery

Redesigning the Touchpoint

• Simplify steps information and decisions
• Reduce customer effort without shifting burden
• Test changes with representative users
• Prototype an improved experience

Service Recovery after Failure

• Define frontline authority for immediate resolution
• Match remedy with impact and policy
• Close loop with customers after correction
• Simulate a sensitive complaint case

Standardizing Experience across Channels

• Translate standards into tools/flexible scripts
• Measure adherence without robotic service behavior
• Provide up-to-date knowledge base for employees
• Prepare deployment for an improved journey

Day 5: Experience Governance System and Journey Laboratory

Journey Performance Reviews

• Combine customer/operating data visually
• Identify deviations requiring shared decisions
• Assign actions to process/channel owners
• Design a recurring journey review meeting

Experience Improvement Portfolio

• Estimate issue value, effort, recurrence
• Prioritize initiatives according to journey impact
• Avoid fragmented projects treating same symptom
• Build a phased improvement roadmap

Customer Experience Council Simulation

• Diagnose journey using data, feedback, observations
• Select intervention point and success measures
• Present redesign to a cross-functional panel
• Approve limited pilot and later review

• Journey maps connecting customer experience with backstage processes
• Voice-of-customer analysis combined with realistic operating data
• Complaint and service-recovery simulations with frontline authority decisions
• A journey-redesign laboratory measuring improvement effect