Service Map

How Do We Add Value While Exceeding Customer Requirements?

How Can The Service Organization Generate Additional Revenues?

How Do We Raise the Bar on Service Excellence?

These are questions every service executive asks at one time or another. Indeed, raising the bar is not easy, and yet it must be done if we are to compete in today's ever changing marketplace.

To build a commitment to service quality, process is key. Our research confirms that superior service organizations clearly document their service process to ensure everyone understands the most promising paths to success, and then engage everyone to execute to those standards. Service excellence organizations are systems-centered in the way they execute their strategies and plans. They train everyone to be process thinkers.

Yet, we estimate that 90% of service organizations today have not documented their service process.

Most have not stepped back to assess how they want to establish a one-to-one relationship with their customers, or examined the value and methodology of customer retention.

It's a shame.

So, What is ServiceMap?

The ServiceMap^sm Design Process is a highly engaging set of activities to help those who deliver front-line service define their best practices, and then document those practices as your organization's framework for service excellence.

How ServiceMap Works

We begin by first interviewing your Senior Leadership team to understand your vision for service quality, the competitive challenges ahead, the expectations for service and revenue from your service team, and the business issues you are facing.

We then assist you to select a team of "master service people", a process champion, and support team members whose insights and experiences will be used to shape the initial process map. This team will then participate in an interactive, fun, two-day design event to capture their views on customer expectations, and identify the best practices used most consistently to achieve service objectives while exceeding customer requirements. A draft model is then prepared that reflects those practices, along with establishing measures needed to track service success.

We finalize the map by testing and adapting the service methodology with the design team and other professionals who were not involved in the design. This ensures buy-in across your service team, and allows us to clean the model to ensure it aligns with your direction and plans. Sign-off and application follows, with roll-out to your organization dependent on your specific strategies.

What Other Organizations Are Saying

Mapping the service process was an awesome experience. It challenged us to think critically, to understand our best practices, to motivate ourselves on how to move to the next level.

METHODOLOGY

ServiceMap is a highly interactive process, designed to maximize the involvement of your master sellers and support team. In this exciting process, participants engage in a variety of carefully designed activities. They:

• Acquire key concepts about the ServiceMap process by facilitator led discussion and presentation
• Challenge your existing service practices by working in teams, defining the key activities, tasks, and observable outcomes of each key step
• Participate in large and small group discussions to share experiences of what works well and strategize on the tools and resources needed to succeed
• Apply the process by using the map as the focus for assessing every service cycle, and determine where improvements can be made.

TARGET POPULATION

Any organization that wants to significantly improve its service behaviors, its service outcomes, and establish a framework for service excellence.

BENEFITS

The benefits of the ServiceMap Process are many:

• Provides a road map of "Best Practices" to enable employees and service teams to WIN.
• Establishes a common language for service.
• Guides new people by communicating expectations on how your organization satisfies and exceeds customer needs.
• Helps managers coach a service person and track performance at each step of the process.
• Provides focus for hiring by allowing an interviewer to identify behaviors a candidate possesses that aligns with your service process.
• Helps managers and service people identify training requirements by studying where in the process they are strong and where there is opportunity.
• Establishes a foundation to continually improve all processes that deliver results to customers.

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For more information, contact:

Sales Effectiveness, Inc.
570 W Crossville Rd Suite 103
Roswell, GA 30075
770-552-6612
www.saleseffectiveness.com