Page 1 - Customer Journey Training Guide
P. 1
02 03
TRYING ON TRANSITIONING
GOAL:
01 CONVERT HER GET HER E-MAIL
GOAL:
SHOPPING
GOAL: CUSTOMER JOURNEY
GET HER TO THE
FITTING ROOM
Training guide
Training Objectives Resources / Tools
Once the training is complete, the trainee will:
• Campus – Welcome Onboard Modules
ü Know how to lead their team to provide a • Customer Journey (RCL Forum and
fantastic Customer Journey experience
Management Onboarding - Course 3:
Customer Service Model)
ü Be familiar with each Customer Journey
goal and know how to communicate them
effectively to their team
ü Understand how the Customer Journey
links to and is impacted by other Welcome
Onboard course modules.
ü Recognize the behaviours leaders should
expect to see and hear from the team
October 2021
