1. Competencies
Distinguish operational practices that will create an exceptional
customer experience.
Instructions
As you continue in the Emerging Leaders onboarding learning
and development program for the second quarter, you have
experienced a few successes and now some wins. During this
onboarding-program you have continued to participate in
assessments and have now completed a leadership development
and a strategic plan outline. Now let us continue to move
forward in the onboarding program where you are now being
asked to develop a customer service plan outline to help you to
demonstrate your ability to distinguish operational practices
that will create an exceptional customer experience.
For this customer service plan, establish an outline to
distinguish operational practices that will create an exceptional
customer experience program by addressing and answering the
following questions:
What is an exceptional customer experience? Explain how you
as an Emerging Leader will you define an exceptional customer
experience for your organizational customers.
What steps should team members take to create an exceptional
customer experience? Explain how you as an Emerging Leader
will develop your team members to implement these steps.

2. What metrics will you use to measure the effectiveness of an
organizational exceptional customer experience program?
Explain how you as an Emerging Leader will use these
outcomes to sustain and maintain an organizational exceptional
customer experience program.
Clearly distinguish operational practices that will create an
exceptional customer experience.