Does Your company have a positive and strong image as a positively different and appealing service provider? Studies have shown that 70-80% of CEO's think that their companies provide excellent service while only 10 -20% of their customers feel the same.

The focus of our service design and engineering practice is on helping Your customer front line implement Your brand values and business goals in reality, every day, with every customer, and every time. The final step to make Your vision become a reality.

The Works:

The Service Design and Engineering work consists of three stages: analysis and design, mobilization and refreshment.

The analysis reveals what it is that really matters or is highly visible to Your customers during service encounters. A number of tools are applied. Meaningful factors come in large numbers: a seemingly simple service encounter may contain 50 – 150 details that are meaningful to Your customer. All these are presented as a map that is easy to use as a starting point for further work.

Design and Engineering brings in a systematic and boosted way to facilitate Your decisions on what to do with each and every one of those meaningful details. Our long experience in service engineering provides You with alternative choices and knowledge of what works in practice. The results are documented as a service handbook.

The mobilization applies many methods to deploy the facts documented in the service handbook. Traditional training is the mostly applied but often the least efficient. The methods are always chosen case by case depending on Your organization, locations, services, and customers.

The refreshment makes sure the good lessons learnt are not forgotten. Few things erode faster than service quality or good intentions in service delivery. The methods are mainly the same as in the mobilization stage but with a bit different focus. This is a great way to bring new people on board.

The Benefits:

• Positive and sustainable differentiation. The only way for Your competitors to copy what Your front line does is to be present at every customer encounter!
• Sets the first and the last thing Your customer remembers from Your services.
• Very concrete, practical stuff that happens in everyday life at the real customer front line jobs. No high flying visions but stuff the front line personnel considers relevant and important.
• Ensures uniform customer experience no matter who delivers the service or where it is delivered. Especially some global organizations find this of considerable value. Helps Your own staff, subcontractors, and other partners provide a similar customer experience.
• Provides the last but not least step in implementing Your service strategy, mission, and values in real life customer encounters.
• Provides an efficient and realistic way to make Your entire service front line sell or promote sales.
• A low cost and fast way to build a sustainable competitive edge, especially if You operate in a field where many service providers all offer the same service.