Telling a frustrated customer “we will have this fixed today” may seem like a good thing, but when you haven’t checked the queue, staff availability, necessary approvals or the reason for the problem, it becomes a service issue in itself.…
The advantage of a service blueprint over a standard process map is that it makes the invisible visible. While a flowchart might tell us that a request goes from intake to review to action to close, it won’t tell us…
Look at three requests: one customer wants to update their profile picture. Another customer cannot complete a payment. The third says the entire booking system is down. Before you read the words and emotions associated with each ticket, ask two…
A customer writes: “This is not working properly. Please fix it as soon as possible.” This request feels urgent, but you do not have enough detail to act. What is not working? For whom? When did it start? What does…