Service DesignCustomer ServicesService Design Course

VIKMB32

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What‘s the newsthis week?

Good and bad Customer service

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1. Why is it a corner-stone of services

2. How should it be set up and managed

3. Good and bad practices

4. Handling problematic situations with grace

Why it mattersanyway?

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82 % People stopped doing business withthe company after bad experience with staff.

95 % People turned bad experience intoaction (complaint, negative recommendation to friends etc.)

22 % People got any kind of response to their complaint.

Customer Satisfaction ReportData for 2010

How to manage great services

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1. Shared vision like Airbank

2. The right mind set like Zappos

3. Good training like Starbucks

4. Performance measurement (NPS, individual

assessment) like all of the above

Dos and don‘ts

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Problematic situations

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ListenAcknowledge the problemTake problem-solving actionThank them, andExplain what you've done

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ZCLT Stories – Zappos 8 hour call with customer

The tandem projectTwo-person teams cooperate on a realistic design challenge together. We‘ll follow the HCD methodology, hence I expect you to do:

1. Empathic research for your project (min. 5 in-depth interviews per team member)

2. Brainstorming session (ideály with some external person, e.g. client or domain expert)

3. Min. one quick prototype of the best idea incl. user feedback

Deadline: 11 June or 18 June (let‘s pick one of them now)

Format: max. 30 min executive presentation incl. Q&A + report (handedover with presentation)

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Until Next Time1) List most strikingoverdeliveries in servicesyou have met so far and explain them to the group.

2) Please read one of the following books.

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Next MeetingKISK lecture room

Wednesday 30 April 2014

12:30 – 15:30

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