Why your service management fails
Transcript of Why your service management fails
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Why your Service Management fails
Alexander JanssensTeamleader & Consultant with a passion for Service
Excellence
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Customer Journey
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Customer Journey
A visual representation of the emotions your customer experiences during each interaction or in between
interactions
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Customer Journey
A visual representation of the emotions your customer experiences during each interaction or in between
interactions
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Customer Journey· Coworkers in other departments· External companies buying your services· Consumers· Citizens
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Customer Journey
A visual representation of the emotions your customer experiences during each interaction or in between
interactions
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Customer Journey· Conversation· Email· Webpage· Social Media
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Customer Journey
A visual representation of the emotions your customer experiences during each interaction or in between
interactions
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Customer Journey
A visual representation of the emotions your customer experiences during each interaction or in between
interactions
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Purchase
A new watercooler
Time
Emotion
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Purchase Break-down
Not very durable
Time
Emotion
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Purchase Break-down
Call for help
Time to contact the supplier
Time
Emotion
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Purchase Break-down
Call for help
Start of the unknown
Time
Emotion
Big unknown
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Purchase Break-down
Call for help
Fixed!
Time
Emotion
Big unknown
Resolved
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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
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Customer Journey
A visual representation of the emotions your customer experiences during each interaction or in between
interactions
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Customer Journey· Why
· Positive emotions all the way matter· Happy customers make for happy service providers· Happy customers make for easier service delivery
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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
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How can we fix that?· Key factors!
· Guidance & Control· Communication· Selfsustaining ecosystem
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Purchase Break-down
Call for help
Guidance & Control
Time
Emotion
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Guidance & Control· Clear structure, based on customer needs· Commitment on experience, not the service
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Guidance & Control· Control to the customer· Availability of information· Partely independent
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Purchase Break-down
Call for help
Guidance & Control
Time
Emotion
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Purchase Break-down
Call for help
Guidance & Control
Time
Emotion
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Purchase Break-down
Call for help
Communication
Time
Emotion
Big unknown
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Communication· Use the language of the customer· Tell them what is going on, always· People don’t mind waiting
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Communication· Provides information to the customer· Waiting, but less of the unknown
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Purchase Break-down
Call for help
Communication
Time
Emotion
Big unknown
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Purchase Break-down
Call for help
Communication
Time
Emotion
Big unknown
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Purchase Break-down
Call for help
Communication
Time
Emotion
Big unknown
Resolved
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Purchase Break-down
Call for help
Communication
Time
Emotion
Big unknown
Resolved
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Selfsustaining ecosystem· Central place for knowledge· Published guides and solutions· People don’t mind trying their own fixes
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Selfsustaining ecosystem· Active maintenance of knowledge· Process for maintenance of knowledge· Publish the knowledge to customers and
colleagues
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Selfsustaining ecosystem· Customer is more in control, independent· Information is readily available· Less waiting
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Purchase Break-down
Call for help
Communication
Time
Emotion
Big unknown
Resolved
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Recap!· Draw your customer journey!· Key Factors
· Guidance & Control· Communication· Selfsustaining ecosystem
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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!