Understanding your customer’s journey — Are your services customer-centric?


Organisations often overrate their ability to interpret their customers’ true experiences. The challenge for service organisations is understanding customer pain points and ensuring that staff have the knowledge and skills to deliver the services required by customers. This is an opportunity to build customer engagement, loyalty and satisfaction levels.


Our customer experience workshops provide detailed insights into customer journey mapping and can help you to understand and improve the customer experience.

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    Key learning outcomes

    Learning activities will typically include:

    • Face to face learning
    • E learning
    • Coaching sessions – face to face or via technology
    • Mentoring and peer to peer learning
    • Communities of practice
    • Just in time resources

    Course Description

    Customer experience mapping is a methodology used to discover how customers (and potential customers) feel as they experience your services. Customer experience mapping will allow your organisation to identify the required skills and knowledge to deliver a positive customer experience.

    Stage 1 — Customer Experience Workshops (2–3 workshops)

    These professional workshops are designed to map the customer experience. Using a visual/process mapping process, participants will analyse and map the touch points with the customer. This proven process is also known as journey mapping. You can also identify moments of truth to enhance the customer’s experience. Don’t make the mistake of making this process too complicated as you could get lost in Stage 1 for years (with no actual result).

    • Chart the course of the customer
    • Advantages and disadvantages of “Net Promoter Score”
    • Identify the truth about the customer experience
    • Tell the customer story

    Participants will then use this information to analyse the skills that staff would require to ensure a positive customer experience. This process involves identifying how and when staff can positively influence the customer experience and the role that learning and development can play. This information will form the basis of the learning content and format. It is recommended to run up to 3 Customer Experience workshops with key stakeholders and internal influencers. There is also a debrief session with management at the end of Stage 1 with key findings and recommendations.

    Stage 2 — Design and Development

    Stage 2 will involve designing and developing a learning program based on the outcomes of the Customer Experience Mapping workshops which means that the learning program will focus on developing staff to deliver on the customer experience. This stage will include developing a range of learning and activities and formats that will allow you to build individually focused learning programs based on staff needs.

    Stage 3 — Execution

    The next stage is delivering the learning programs. Learning programs can be arranged as stand-alone activities or as part of an agreed development plan or curriculum for individual staff. This means that staff can either focus on very specific development needs (e.g. Challenging Conversations) or a development program that includes a range of learning programs and activities. During the execution phase, we will work closely with the learning and development team to evaluate the learning programs to ensure relevance and effectiveness. During the execution stage we will employ a rapid design process to design and develop learning programs as the need arises.

    Where to from here

    Other complementary activities include sales training programs, training for dealing with difficult or angry customers, persuasion skills training, customer service skills training and other soft skills development training. 

    For a no obligation free consultation please contact our offices 1300 323 752

    cta course

    Australia-wide training courses and workshops

    At Preferred Training Networks, we provide both in-person and online training programs for a wide range of organisations across Australia. Our CUSTOMER EXPERIENCE MAPPING TRAINING is run by experienced, qualified experts and tailored to the needs of your business and your employees. Our leadership and management education courses are designed to help your team thrive and develop valuable skills that can transform your workplace.

    With programs available in Sydney, Canberra, Melbourne, Perth, Adelaide, Brisbane and other areas of Australia, we’re able to help businesses across the country create lasting behavioural change and provide them with the tools they need to reach new heights. If you think your business would benefit from CUSTOMER EXPERIENCE MAPPING TRAINING and the help of our professional coaching network, take the first step and contact our team today. Wherever you are in Australia, our coaching program can either come to your organisation or we organise a venue for your convenience. Find out what our training, workshops and skills courses can do for your business and reap the benefits for years to come.

    Get your free online quote right now or give us a call on 1300 323 752 to find out more about Preferred Training Networks and discuss your requirements with us.

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    We offer a wide range of professional development courses for various needs. Avail our courses to enhance professional skills and efficiency. Please fill the following form to get an instant quote and know more about our professional development pricing structure.

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