101 Activities for Delivering Knock Your Socks off Service

By Jill Applegate; Ann Thomas | Go to book overview

ACTIVITY 69
Creating a Cycle of Service
It’s critical when delivering Knock Your Socks Off Service to know what the customer perceives as Knock Your Socks Off Service. If you’re not on the same page, then you could easily be making incorrect assumptions. Companies, and service professionals, assume a lot if they don’t take a walk in the customer’s shoes. By mapping out a Cycle of Service, you can identify all of the “Moments of Truth” that a customer experiences—times that determine his willingness to keep doing business with you.PURPOSE:
✓ To see work processes from the customer’s point of view
✓ To build consistency in work processes
TIME: 10 minutesDIRECTIONS:
1. Explain to participants the concepts of a Cycle of Service and Moments of Truth (see Part A of Activity 69 for definitions). Point out that these experiences are best considered from the customer’s perspective, not from the inside looking out. After all, it is the customer who ultimately determines whether we get to keep our jobs.
2. Review with the group the example in Part B of Activity 69, based on an experience as a customer. For example, checking into a hotel is an act that everyone can relate to. Recognize that there may be more subtle steps in between, but that the point of the cycle of service is to capture the customer experiences to meet a particular need.

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