Service Clues for Service Productivity

Synopsis

Because customers’ assessment of services is based on performances, they rely on the service clues at the “touch-points” which influence a customer’s overall perception of the service experience. Customers frequently behave like detectives in the way they process and organize “clues” embedded in the service experience. In this workshop, we will look at how we can study the service clues to pick up information about how the customers are feeling and to anticipate their needs and expectations.

This workshop provides easy-to-use techniques to enable us to discover the service clues to achieve superior service delivery. The course is application-based and the participants will be given many opportunities for hands-on practice with interactive and real-life customer scenarios where they can be “clue conscious” and enhance their service delivery.

Course Objectives

Upon completion of the course, participants will be able to:

• Recognize how service clues impact customer satisfaction and influence both rational and emotional perceptions of service quality
• Identify the specific messages that different types of service clues carry which converge to create the total customer experience
• Be an astute observer of your service environment to read service clues of your customers
• Apply purposefully the service clues for positive moment of truth

Content Description

• Understand the key characteristics of services and its implications
• Understanding the three main categories of service clues which customers rely on when choosing services and evaluating service experiences.
• Identifying the “what” of the service experience (functional clues) and  the “how” of the service experience (humanic and mechanic clues) to better understand and satisfy customer needs and expectations
• Discovering how the service clues influences customers’ calculative and emotional perceptions of service quality
  - Meeting customer expectations with functional clues
  - Influencing first impression with mechanic clues
  - Exceeding customer expectations with humanic clues
• Developing and sharpening observational skill in “Service Clues - Real Case Study” by gathering the functional, mechanic and humanic service clues that support and  detract from service quality