Service Transformation Practicum
No matter how good your organization’s service to customers is, every organization has the potential to do a little better. Or, in some cases, a lot better.
The thing is, we set up a way to serve our customers to keep them satisfied, but, most times, inertia makes us continue our service the same way even when the needs of the customers, the economy, and other factors in the business environment have changed.
Our service transformation practicum is about significantly improving the services organizations offer their customers such that the customer satisfaction increases to the level where it triggers sustained loyalty.
In this practicum, we will take your team through 6-session activities that will help transform the services you deliver to your customers, increase their loyalty, and boost your bottom line.
The sessions are shown below.
Pre-Practicum Preparation and Engagements
We start by preparing for the practicum – understanding your people, your organization, and your industry.
This is done through engagements with your company representatives and other means of gathering necessary information.
Then we use gap analysis to define the following:
- Area of Focus
- Desired Future State
- Current State
- The KPIs
- The Gap
Experiential Learning Session
In an experiential manner, your company representatives will be made to master the key concepts they need in other to understand and actively drive service transformation in your organization.
These concepts will vary depending on each organization's peculiar requirements but will primarily be developed around the following:
- The service concept
- Customer experience
- Service outcome
- The principles of customer loyalty
- Drivers of customer experience
- Drivers of service outcome
- Service processes
- Lean principles
- The service matrix
- Service standards
- The concept of value
- Customer complaints
Service Transformation Session
In this all-practical session, guided by the future state earlier defined using our gap analysis, we come up with all the changes that need to be made around the drivers of both customer experience and service outcome.
At the end of this session, we will go home with the following:
- Which actions need to be taken
- Who will take each action
- When each action will be taken
- How to track the impact of each action
Change Review Session
This session, which comes two weeks after the service transformation session, is where we review the implemented changes: how they were implemented; how they are working; is their impact positive? Are there challenges?
The New Service Standards
In this session, we embed the implemented changes into your organization's service standards, making them the new ways of doing things.
By the time we are doing this session, we must have closed the service gap defined in the gap analysis, and have your organization's services approaching the desired state.
Impact Review Session
About a month after the new service standards, we will have this session to assess the impact of the new service standards on key business results.