Consulting service 02
Service process design
Decide what should happen at each stage of the customer journey
If you have no response standard, or the one you have is out of date, we start with the process. We split the customer journey into stages, identify the complaints that recur at each one, define the behaviors each stage calls for, and turn them into a manual.
Method
- 01
Journey definition
We divide the journey into stages, from first contact to aftercare.
- 02
Complaint analysis
We use customer feedback, reviews and field interviews to find recurring complaints at each stage.
- 03
Response standards
We write out the key behaviors and the behaviors to avoid at each stage.
- 04
Manual development
We produce a manual that staff can use on the job.
- 05
Link to training
We connect the standard to training that teaches it and assessment that checks it.
Deliverables
- Customer journey map
- Response standards by stage
- Service manual
Journey stages and response standards form the basis of the assessment taxonomy in Design.
Shall we start with the standard?
In a demo we'll show you what kind of assessment your own service standards and training materials can support.