creating a world-class service organization · 2017-06-29 · everything speaks distracter...
TRANSCRIPT
Creating a World-ClassService OrganizationLessons From the Mouse
Presented at the
by Dennis Snow
Business Forum
1. Look at everything through the “lens of the customer”
Service Mapping
Process – Invoice Question(requiring research)
Explainproblem orquestion
Researchanswer
Placecall to
company
Providecustomer
information
Navigate toproper
employee
Explainproblem orquestion
Customerwaits foranswer
Placecall to
company
Providecustomer
information
Navigate toproper
employee
Contactedby
employee
Listen toexplanation
Askfollow-up
questions
Concludecall
Process – Invoice Question(requiring research)
Process – Hotel Return
Ride busto hotel
Enterlobby
Rideelevator
Walk toroom
Enterroom
2. Pay attention to the details:“Everything Speaks”
“Attitudinal” Backstage
Everything SpeaksDistracter
Everything SpeaksCommitment
Everything Speaks
3. Create Moments of Wow
Customer Expectations
Advice
Partnership
Availability
AccuracyDissatisfiers
WowOpportunities
Service Behaviors
Accuracy
Availability
Partnership
Advice
1. “Lens of the Customer”2. “Everything Speaks”
3. “Moments of Wow”
Customer Loyalty
I
Creating a World-ClassService OrganizationLessons From the Mouse
Presented at the
by Dennis Snow
Business Forum