W. P. Carey Certificate in Customer Experience for Honeywell

Honeywell Program Representatives

Sonia Cyril
Sonia.Cyril@Honeywell.com

Center for Services Leadership Representative

Sarah Johnson
sejohn12@mainex1.asu.edu

If you'd like to cancel your enrollment, please select from the course buttons below and complete the cancellation form to let us know you'd like to be removed.

Please note that course cancellation requests will not be honored if the course has already begun.

If you'd like to make any changes to your enrollment, please contact the Center for Services Leadership Program Representative.  Thank you!

How to Blueprint Excellent Customer Experiences How to Deliver Front Line Service Quality How to Find & Fix Service Quality Gaps How to Profit from Service Recovery

Honeywell

Center for Services Leadership

How to Blueprint Excellent Customer Experiences

Service blueprinting is a method of improving the customer experience by analyzing all the internal actions necessary to produce an excellent customer experience. Learn to recognize moments of truth and customer pain points. Discover how to detect opportunities to improve. Understand the specific benefits that blueprinting offers to customers, to organizations and to employees, and that the best service processes are designed by the employees who deliver the customer experience.

At the end of this course, you should be able to:

  • Describe the differences between products and services.
  • List the three things that customers want in a service.
  • Define on-stage, back-stage and support actions on a blueprint.
  • Draw a blueprint of a service process.
  • Explain the benefits of blueprinting to customers, organizations and employees.

Chapter presentations:

  • How Services Differ from Products
  • Design Factors to Consider
  • Why Do We Need Services Blueprinting?
  • Services Blueprinting Components
  • Services Blueprinting Components with Technology
  • Try Your Hand at Services Blueprinting
  • Major Benefits of Services
  • Collaboration Across Internal Groups

This course is especially beneficial to managers or individual contributors who are responsible for customer interactions with the organization (customer experience, operations, support, sales and marketing) and those charged with changing existing customer processes.

Need to Cancel?

If you'd like to cancel your enrollment, please click the Cancel Course Registration button below.

If you'd like to make any changes to your enrollment, please contact the Center for Services Leadership Program Representative.  Thank you!

Cancel Course Registration