Interactive
Analyzing Your Customer Service: Customer Contact Map
BizLibrary
Updated Feb 12, 2019Welcome to the "Performance Excellence: Analyzing Your Customer Service" series of video lessons meant to teach you how to make every contact with a customer a positive one. This video lesson, "Customer Contact Map," is the sixth of nine. From this lesson, viewers will learn how to create a customer contact map to list out the organization’s moments of truth. The lesson will instruct learners to look at moments of truth from the customers’ perspective to ensure the list is as accurate and complete as possible. In the end, learners will understand that everyone is responsible for customer satisfaction, and creating a customer contact map is the first step to getting there.
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