Operationalizing Service Process

This comprehensive development process has been designed for service organizations seeking to capitalize from a major improvement in customer service through:
  • Retaining and growing a loyal customer base through a distinguished service experience
  • Increasing sales and ancillary sales
  • Improving customer service efficiencies 
This process helps you define and embed customer service experiences into the lifeblood of your organization. It is especially relevant for ‘operational’ service organizations with large numbers of staff and clients, multiple sites, and a large number of customer experience touch points and ‘moments of truth’. Such organizations include airlines, airports, trains, financial services and retail operations.

When is this relevant

You want to improve service levels and decide to implement a customer service training initiative. Then the question emerges “why?” and “where are you moving the customer service level from and to?”. Perhaps you’ve done some generic customer service development already, and realized that you actually need to offer a truly differentiated experience to your customers. Perhaps consistency is an issue for you that will trigger a more comprehensive and thoughtful intervention.
Our customer service improvement process involves bespoke customer-focused interventions using multiple methods, such as:
  • Customer Ethnography – the study of your customers in their ‘native environment’ while they’re using your services
  • Employee Ethnography – the study of your service personnel while going about their daily work
  • Customer Journey Mapping – mapping out all your customer touch points and moments of truth and evaluating these
  • Co-Creation – designing the ideal customer experience involving customers, staff, managers, and service experts alike
  • Implementation – service experience competencies, customer service training boot camps, shop floor tools, coaching cards, rhythm and routine, service management, leadership role modeling and more