Refer to your lesson this week and provide the key information for your design process to deliver customer service excellence. Evaluate and answer the Who, What, When, Where, Why, and How of the design process for your venture.
Who – identify the roles and responsibilities of each key employee that comes in contact with the customer at each touch point in the purchase experience.
What – determine what needs are being satisfied through this customer interaction, and any training that employees need to satisfy customer needs.
When – when do interactions occur, and how much time is spent at each point?
Where – identify the physical location and environmental landscape wherein each touchpoint occurs.
Why – are customers satisfied or dissatisfied at each point in the process?
How – what improvements can you make at each contact point to better facilitate and manage the customer experience?
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