why your service management fails

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!