Laser Lessons - Lesson

Understand how to organise customer service delivery

Click and watch this video called ‘How to create a customer journey map’ produced by UX Mastery that looks at 9 stages to creating a customer journey map.

Table of Contents

Tutorial Video
Reading Materials

‘How to Segment Your Market To Increase Revenue’ on the LinkedIn website
'Can customer service create trust’ from the Institute of Customer Service.
'What is customer service?' from the Institute of Customer Service.
'How do you analyze the customerjourney?’ from Adroll website

Presentation
Good Practice Example
Interactive Quiz
Evidence Opportunities
Extended Learning

Click to read ‘Customer experience: a comprehensive guide’ on the Sendesk website.
‘6 types of online customer service you can implement’ is an article from the Trustpilot website.
Find and read ‘Best practice guide for customer service managers’ by Trevor Arden, Stephanie Edwards, and Anne-Marie Sonneveld, published by Customer 1st International. N.B. You should be able to borrow this book from your local library.
Find and read ‘Customer service delivery: research and best practices’ by Lawrence Fogli, published by John Wiley and sons. N.B. You should be able to borrow this book from your local library.

Think And Challenge