Service Frame: Analyze ■ Design ■ Implement ■ Learn

1. Trust in the service promise made is the most important currency for a service provider. Customers buy a lack of short- or long-term expertise and resources by commissioning a service provider. In doing so, they trust that they will mainly save the expensive time they would have to invest to achieve the desired goal themselves. This is measured in terms of the value they provide in return, namely mainly monetary resources. On the other hand, according to research, 80% of companies believe they provide good service, but only 8% of customers can confirm this. What is the reason for this?

In most cases, the desired goal of the service is achieved, but the commissioning, billing, or another process related to the service causes discontent. That is enough for the dissatisfaction. And in the times of the Internet, the competition is only a click away.

Together with our clients, we work out solutions for integrating services in the value chain. We pay meticulous attention to a high satisfaction rate on the customer side and also pay special attention to the different facets on the employee side, so that everyone, without exception, can feel the joy of growing success through their commitment.

The most important cornerstones are: 

1. The development of the service is designed from the perspective of the recipients of the service. We focus on ensuring that the result of the service is measurable or verifiable and – above all – offers added value to the user. Quantifiable results are not only necessary for objective proof of the service, but they naturally provide information for continuous improvement.
2. Service is an offer to customers who can always expect consistently excellent performance. To assure this, processes are needed that guarantee quality. Especially when the value chain is extended to include additional services, the interdependencies of the various components become increasingly complex. Recognized patterns mapped in processes provide orientation in the company. Adaptations to processes, especially because of new insights, must be practiced.
3. Service is accepted by people who evaluate performance emotionally. In addition to the actual performance evaluation, there is always the perceived grading of the result. With every technical and procedural safeguard, there is always the possibility that the result of the service does not meet an individual requirement. In that case, people must accompany the service creation who can intervene and satisfy the customer. They are the bridge builders to the “normal” process.

Increase the service quality of your company through our service development! We analyze your services or develop new service components to identify the potential for improvement in the value chain and develop a customized design that focuses on your customers. In doing so, we ensure that processes are implemented that guarantee the quality of your services.

Our experts support you in implementing new services to serve your customers optimally. We ensure that your staff is trained in all processes to guarantee quality and still ensure results in case of process failures.

And if something does go wrong, we help you learn from your mistakes and continuously improve. With our service development, we ensure that your company always stays up-to-date and offers your customers the best possible service. Increase customer satisfaction and rely on our know-how!