Seven Steps to Consistent Service
- Document the Standard Content
The organization provides all the required content for the services such as training workbooks, consulting topics, installation instructions, and maintenance guide; we use the best suggestion for the entire team of trainers, consultants and specialists.
Our motive is to provide material covering required topics to review with the customer during delivery of the service, along with tips or guidance for areas that routinely generate questions.
We supply standard materials and cover them with the customer each time we deliver a service.
2. Document the Standard Process
Standardizing the content of a service which is provided and also standardizing the overall process. Hence, it’s often in the PROCESS for delivering a service where consistency breaks down. We give the best practices and existing documents from the entire team to build the required process.
We build these materials into books for each person who delivers the service. We believe checklists are a powerful way to ensure all required steps are completed and these documents are not shared with customers.
3. Document the Results
We create a set of checklists in simple forms that a specialist, trainer, or consultant uses with the customer to document steps as they are completed, with notations for later reference. We also create a separate electronic copy of the forms each time a service is delivered and post these on an Intranet or shared area so that the entire team tasked with delivering services can refer to them.
4. Certify the Providers
We create a structured process not just for delivering each service, but for learning purpose too.
- Learn the software.
- Learn the training guidebooks and process.
- Conduct follow-up for a training session.
- Attend training delivered by a certified trainer.
- Receive feedback and certification.
This approach is applied to all services we deliver, and be used with both employees and partners.
5. Prepare the Customer
This is one of the most important parts of the process you define for a service is setting the customer expectations and ensuring that all preparation is completed by the required date.
Hence, we gather input from the entire team responsible for a service to pool their hard-won knowledge of what can be avoided, what is required, and what to ensure the customer in order to make the service an outstanding. Then we make it a part of the process to set expectations and explain requirements to customers each time the service is delivered.
6. Measure Customer Satisfaction
It’s really important us to measure their satisfaction of the customer with all major components of the service, from scheduling and preparation through delivery and follow up each and everything plays a very important role.
Without measuring satisfaction with service as you deliver it, you can never know for sure how your customers point of view in it
7. Include Services in Requirements
This final touch closes the loop between enhancements to the service procedure and the resulting changes to services. When we submit a requirement to the research team to change the work/ service procedure to add a special output to the specific service, include as part of the requirements and request for guidance or support from the developers to the team that delivers the service.