why your service management fails
TRANSCRIPT
Why your Service Management fails
Alexander JanssensTeamleader & Consultant with a passion for Service
Excellence
Customer Journey
Customer Journey
A visual representation of the emotions your customer experiences during each interaction or in between
interactions
Customer Journey
A visual representation of the emotions your customer experiences during each interaction or in between
interactions
Customer Journey· Coworkers in other departments· External companies buying your services· Consumers· Citizens
Customer Journey
A visual representation of the emotions your customer experiences during each interaction or in between
interactions
Customer Journey· Conversation· Email· Webpage· Social Media
Customer Journey
A visual representation of the emotions your customer experiences during each interaction or in between
interactions
Customer Journey
A visual representation of the emotions your customer experiences during each interaction or in between
interactions
Purchase
A new watercooler
Time
Emotion
Purchase Break-down
Not very durable
Time
Emotion
Purchase Break-down
Call for help
Time to contact the supplier
Time
Emotion
Purchase Break-down
Call for help
Start of the unknown
Time
Emotion
Big unknown
Purchase Break-down
Call for help
Fixed!
Time
Emotion
Big unknown
Resolved
Purch
ase
Break-
down
Call for
help
Time
Emotion
Big
unkn
own
Resol
ved
Call for
help Call
for
helpBig
unkn
own
Big
unkn
own
Customer Journey
A visual representation of the emotions your customer experiences during each interaction or in between
interactions
Customer Journey· Why
· Positive emotions all the way matter· Happy customers make for happy service providers· Happy customers make for easier service delivery
What causes these shifts in emotions?· An unexpected occurence (something
breaks)· Waiting, a lot of waiting· No control of what is happening· Dependent on others· Lack of information
How can we fix that?· Key factors!
· Guidance & Control· Communication· Selfsustaining ecosystem
Purchase Break-down
Call for help
Guidance & Control
Time
Emotion
Guidance & Control· Clear structure, based on customer needs· Commitment on experience, not the service
Guidance & Control· Control to the customer· Availability of information· Partely independent
Purchase Break-down
Call for help
Guidance & Control
Time
Emotion
Purchase Break-down
Call for help
Guidance & Control
Time
Emotion
Purchase Break-down
Call for help
Communication
Time
Emotion
Big unknown
Communication· Use the language of the customer· Tell them what is going on, always· People don’t mind waiting
Communication· Provides information to the customer· Waiting, but less of the unknown
Purchase Break-down
Call for help
Communication
Time
Emotion
Big unknown
Purchase Break-down
Call for help
Communication
Time
Emotion
Big unknown
Purchase Break-down
Call for help
Communication
Time
Emotion
Big unknown
Resolved
Purchase Break-down
Call for help
Communication
Time
Emotion
Big unknown
Resolved
Selfsustaining ecosystem· Central place for knowledge· Published guides and solutions· People don’t mind trying their own fixes
Selfsustaining ecosystem· Active maintenance of knowledge· Process for maintenance of knowledge· Publish the knowledge to customers and
colleagues
Selfsustaining ecosystem· Customer is more in control, independent· Information is readily available· Less waiting
Purchase Break-down
Call for help
Communication
Time
Emotion
Big unknown
Resolved
Recap!· Draw your customer journey!· Key Factors
· Guidance & Control· Communication· Selfsustaining ecosystem
Hungry for Service Exellence, meet me at stand D82! (cupcake/vistekaartje/…)
Let’s work together towards Service Excellence!
Hungry for Service Exellence?
Meet me at stand D82!