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Service Blueprint

Understanding Online-Offline Customer Journey and Designing Brand Touchpoints

Service blueprint adalah alat yang membantu tim customer service, baik frontline maupun back office, untuk menciptakan pelayanan yang prima kepada pelanggan. Di era internet, pendekatan service blueprinting mengalami perubahan. Perusahaan diharapkan mampu menciptakan layanan yang terintegrasi di dunia offline maupun online mengikuti perubahan perilaku konsumen. Dalam training MarkPlus ini, peserta akan belajar cara menyusun service blueprint 2.0 yang mengintegrasikan layanan online dan offline.

  • Dates & Location
  • Course Outline
    :

    • Service blueprinting 101
    • Mapping customer journey in online and offline
    • Designing company online and offline interface with costumers
    • Identifying differentiation possibilities
    • Implementing service blueprint 2.0
  • Who Should Attend
    Customer service manager, Customer care and support manager brand manager, marketing manager, general manager and individuals who plan and implement costumer service decisions

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