Finally, for each customer moment of truth the physical evidence of the service delivery at each point of customer contact is recorded at the top of the blueprint. Clearly, service quality is often impacted by these below-the-line of interaction activities. These need to happen, however, to deliver the service. These processes are all the activities contributed by employees within the company who typically don’t contact customers. The fourth critical component of a Service Blueprint is the “support processes” that customer contact employees rely on to effectively interact with the customer. Company support processes used throughout the service delivery.In our hotel example, these actions included taking the food order (accurately) and preparing a quality meal. Everything above the line of visibility is seen by the customer while everything below it is invisible. Actions here are separated from onstage service delivery by the line of visibility. The next part of the Service Blueprint is the “backstage” invisible actions of employees that impact customers.
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December 2022
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