The Goal of Service Excellence
Only Nice Surprises Permitted
Delight by Exceeding Expectations
Value:• Return on Investment• Cost vs Benefit• Risk Avoidance/Reduction• Fit for Purpose• Fit with Self-Image• Performance• Convenience• Aesthetics
Trust:• Durability• Credibility• Security• Confidentiality• Integrity• Warranty• Consistency• Engagement• Risk vs Reward
The Landscape
Understanding the Customer Perspective
Individual References & Influences
• Beliefs & Values• Circumstance• Priorities• Experience• Knowledge• Abilities• Emotions• Environment• Self-Perspective & Identity
The Core
The four elements of the core are the central components to service excellence.
Accuracy
• Validation
• Verification
• Complete
Availability
• Available as advertised
• Frictionless Access
• Ease of Navigation
• Capacity & Stock to Meet Demand
Reliability
• Quality
• Consistency
• Durability
• Privacy & Security
• Ownership & Response
• Guarantees & Resolution
• The Ronseal ™ test• “It does what it says on the tin.”
Presentation
• Clean & Tidy
• Engagement
• Reassurance
• Discretion
The Foundation
The core is built on three foundation elements
Knowledge & Understanding
• Engage• Listen• Question• Observe• Analyse• Theorise• Replay• Validate• Measure• Learn• Repeat
“Any fool can know. The point is to understand.”
Efficiency
• Customers assume efficiency is the suppliers problem• They typically don’t want to see in the engine room or in
the kitchens• Just don’t make them wait!
Expertise & Experience
• Customers assume staff have all the appropriate skills, qualifications, experience and certifications
• Less relevant for low-value, low-risk, low-skill service delivery
• Over-qualified is fine. Under is not!
Value-Add
Personalisation is the Key to Excellence
Advice
• Use experience, expertise and insight as a foundation to relevant advice
• Test reception before advising• Engage at customers pace and level
Customisation
• Individual customisation• Bespoke outputs
Partnership
• Alignment of common goals• Share of risks and reward
The Store Front
The Store Front is crucial to customer engagement, relationships and retention
Communication
• Has the customer heard what you said?• Under promise – over deliver• Listening requires concentration• What is not being discussed?• Consider frequency, method, tone & consistency across channels• The person engaging the customer is the provider. Speak with one voice
Delivery
• Customer buy experiences - obtained from products and services
• Sell the sizzle not just the sausage• Remove the pain and deliver the gain
The Service Excellence Model
The one-page model
Value and Trust
ExpertiseEfficiency
Accuracy
Reliability
Availability
Partnership, Customisationand Advice
Communication & Delivery
Foundations
Core
Value-Add
“Store Front”
Goals
Presentation
Knowledge& Understanding
Influences Customer Perception
Elements are not uniform and should be balanced to
suit the situation.
Copyright Peter Gross, 2014. All Rights Reserved.
TheService
Excellence Model
Peter Gross
Peter is an accomplished programme and project manager with over 25 years
commercial experience gained across a variety of public and private sector
organisations from early stage start-ups to established global FTSE100 enterprise
environments.
About the author
http://uk.linkedin.com/in/petergross
Top Related