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Category: Service Improvement Process
9 Quick Questions to Improve Your Internal Service
Here are 9 quick questions to ask to improve the internal service you provide. These questions are so effective you can use them today and see valuable results tomorrow. In a world filled with online surveys and lengthy questionnaires, this simple questioning process can produce both great ideas and motivate employees in less than 30 minutes.
The MSD Balloon Board Promotes Service Improvement Commitments, Actions, and Results
Uplifting Service Course Leaders from MSD (Merck) in Singapore have created a colourful and uplifting way to record and recognize positive service improvement actions taken by participants in the Uplifting Service Course 100: Achieving Superior Service.
Perception Points vs. Process Points in Service Delivery
The focus on process improvement has been one of the key strategies for business success over the past 40 years. Whether simple checklists or complex process maps, what started on the manufacturing floors is now seen in every industry. Quality, speed to market, cost savings, safety, and innovation are just a few outcomes that can be realized.
So where does service fit here? Looking at when and how we interact with internal colleagues or external customers is clearly a part of many business processes. But are we improving the customer’s experience with our processes (the Perception Points), or are we focused only on improving the process itself (the Process Points)?
Use Internal Service Agreements to Boost Service Consistency
In many organizations where service is identified as an area for improvement, the problem is not poor service from every department or person, it is inconsistent service in pockets of the organization. Poor service in one area brings down the perception of service levels in all areas.
A classic example of poor service in the US has long been the Department of Motor Vehicles.
Amazon does not ‘deliver customer service’, they build powerful partnerships.
Amazon’s customer service has always been recognized and applauded as world-class. This is remarkable, especially since it is a purely online retailer. Amazon has hardly any ‘human’ interactions – often considered crucial perception points for increasing customer satisfaction and loyalty – in the value delivery chain.
Many companies try to emulate Amazon and cost-effectively provide higher levels of service through leveraging technology. But Amazon does not only ‘deliver customer service’ – they build powerful partnerships with their customers.
The ultimate value dimension
What are the seven characteristics of one-to-one service that matches every customer value dimension? Learn how to give each customer what they want, exactly when and how they want it.
Focusing with service improvement focus groups
Focus groups can be a gold-mine of valuable service improvement ideas, insights and suggestions. Here are some questions and tips to help you create engaging and valuable conversations.
Customer Experience 1.0 to 6.0. Where are you today?
Improving Customer Experience (CEX) is vital for success. While the term is common, maturity in this area is not.
We classify an organization’s attitude and actions from Version 1.0 to 6.0. Where are you and your organization today?
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