Good services don't happen by accident — they're created by understanding customers and deliberately designing the experience at every step of the customer journey.
Customers don't remember only the end result, but the whole experience they go through before, during and after using a service. That's why it's important to properly understand their needs, obstacles and expectations.
Training goal
Learn how to design and improve services from the customer's perspective so their experience is simpler, more effective and higher quality.
What you'll learn
- What service design is and why it matters
- Looking at a service from the customer's perspective
- Understanding customer needs, expectations and behavior
- Identifying problems and opportunities for improvement
- Creating solutions focused on customer needs
- Designing the key moments of the customer experience
- Designing processes that make the customer experience easier
- How to design a service customers love
- Services that create added value for the customer
- The employee's role in delivering a quality service
- How to improve existing services
- How to test and improve new solutions
- Examples of successful service design
Training outcome
Participants get practical guidelines and tools for spotting opportunities to improve services and create experiences that better match customer needs.