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Service Focused Programme

Open For Enrolment Course


Advance your career.
Understand today. Influence tomorrow.
The Most In-Demand Subjects from the World's Leading Experts

Customer Journey Mapping

Date: February


Customer journey mapping is a visual representation of the customer’s experience with the company, starting from the moment he learns about its existence for the first time (an outdoor poster or a pop-up ad that can be displayed on a site he visits), followed by the request for information, purchase of the services/products, and ending with the after-sales moments.  


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Who is the course for?

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Benefits & Tools

The map includes the "touch points" between the client and the company, identifying the states (with emphasis on the emotional ones) in which he may be, the "pain points" he has and the actions he undertakes, placed in a logical and chronological sequence. 

Acquired Knowledge & Skills

  • What does service excellence mean? 
  • Customer Journey. The mindset of a Brand Ambassador – self-awareness, self-assessment, social awareness, relationship management 
  • Understanding the role of a Brand Ambassador/Concierge 
  • The elements that create EXPERIENCE for the customer – the tools that a Brand Ambassador can use 
  • Profiling the customer: Knowing and understanding the client and his needs 
  • Performing/Staging: Practical methods of service excellence, "Best practices" examples 
  • Better alignment of departments | partners | all stakeholders involved in the customer's journey 

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Course instructor


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  Roxana Manolescu  
  Programme advisor  

Contact us

  phone  +40 752 220 202

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