Service Experience Design for Competitive Advantage
About This Course
Designed for management-level professionals in the food services industry (e.g., Team Leaders and Managers, Group Beverage Managers, Executive Chefs and Customer Service Representatives in the management level).
Focuses on building and improving customer service frameworks aligned with the TSC [FSS-CEX-4040-1.1].
Equips learners with tools to:
1. Align service standards with customer expectations.
2. Analyze customer satisfaction data and identify service gaps.
3. Design service experiences using structured models like Double Diamond.
4. Understand customer needs using personas and the Jobs-To-Be-Done framework.
5. Map and audit customer journeys to uncover improvement opportunities.
6. Enables businesses to increase customer loyalty, reduce dissatisfaction, and differentiate beyond price.
What You'll Learn
1. Apply customer service standards that align internal operations with customer expectations to create a seamless experience.
2. Use customer satisfaction models and performance benchmarks to analyze service gaps and drive improvements.
3. Implement service design practices, including recovery strategies, to elevate consistency in service delivery.
4. Develop deep customer understanding through persona building and Jobs-To-Be-Done analysis to inform service strategies.
5. Conduct customer journey audits to identify service breakdowns, emotional highs and lows, and actionable improvement areas.
Entry Requirements
Participants are required to have the ability to converse, read and write in English. Minimum Lower Secondary Education or WPLN Level 4 and above.