This course outlines how to design a clear, achievable, and sustainable internal evaluation system for your customer experience. You will learn the formula of define/educate + certify + elevate = repeatable, world-class customer experience. The "certify" segment includes how to design validation forms for each job role in collaboration with clinical training teams. In addition, you will learn how to design and implement an overall "curb-to-curb" internal validation that can be used as a new employee training tool, manager touch-point tool, and senior leadership integrity validation tool to see how each team is performing to your ideal customer vision.
Be equipped to describe the ideal “curb to curb” customer experience vision for your organization, and with whom you will need to collaborate.
Decide how you will validate staff baseline performance to vision
Describe the importance of a “culture of coaching” daily using 5:1 ratio to achieve vision
Discover how to create sustainable tools to measure success on delivering ideal curb-to-curb customer experience: