Transcription of Service Process Mapping: Seeing with your …
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Service Process Mapping: Seeing with your …
Copyright 2006. Strategic thinking Institute. All rights reserved. Service Process Mapping: Seeing w ith your Customer s Eyes by Rich H orw ath Th e h olid ay season is a w on d erfu l tim e of year to realize th e valu e of Service p rocess m ap p in g u su ally by exp erien cin g oth er com p an ies d oin g it p oorly. Case in p oin t: After p u rch asin g several item s at a m ajor retailer, a salesp erson p rovid es m e w ith a free gift becau se of on e of m y selection s. I take th e item s an d free gift an d p roceed to th e ch eckou t. Th e ch eckou t p erson ch arges m e for th e free gift. After in form in g h er th at I d id n t ask to p u rch ase th e free gift, sh e sen d s m e to th e cu stom er Service d esk (w h ich h as a lin e of 15 cu stom ers w aitin g) to receive m y cred it for th is free gift.
Copyright © 2006. Strategic Thinking Institute. All rights reserved. 3 Rich Horwath helps managers develop the skills and expertise to create great strategy and fulfill their
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