From time to time, Michelle Appleberg will contact the EE team via email to request a “Customer Journey”, which is a Customer Experience summary. These summaries cover either a EE/Legal or an escalation. Sometimes she replies all, other times she will reach out to an individual team member who is handling the escalation she is requesting more information on.
The Customer Experience Summary (aka Customer Journey) helps determine whether escalations are result of agent error, or process design. These summaries also help identify training opportunities, and improvement points to established processes.
Acknowledgement Process:
1. If Michelle requests a “Customer Journey” or a “Customer Experience Summary”:
a. Reply to her request stating you will have a summary ready shorty
2. If you are working on a EE/Legal summary for this issue, complete that summary and send it before starting on the Customer Experience summary
How to create the Customer Experience summary document:
1. Make a copy of the Customer Experience Summary template
a. Save to the Customer Experience Folder (DO NOT CREATE IN YOUR PERSONAL DRIVE)
b. The title will be the user’s First Last name / userID
How to complete a Customer Experience summary:
1. Complete each step on the research chart, including your findings.
2. Review all points fully regarding the issue.
Once the Summary is complete:
1. No review is needed on these summaries
a. If you would like a review, you can request one
2. Copy the summary section only
3. Email to Michelle Appleberg only, cc: Charlene and Katt