Service Design & Service Management.
- Create guest experiences that make a difference.
At the School of Service, we help organizations design and manage services that not only meet, but exceed customer expectations. By combining Service Design - where we map and develop the customer journey - with Service Management - which ensures that the services are delivered efficiently and sustainably - we create holistic solutions that strengthen both the customer experience and the business.
What is Service Design?
Service Design is about creating services that are user-friendly, engaging and create value for both customers and companies.
This means that:
Map it out
The guest trip to identify key moments.
Develop
Processes that improve the experience at every touchpoint.
Create
Solutions that are both creative and business-oriented.
What is Service Management?
Service Management is the operational support that ensures that the services work in practice.
It is about:
Efficient
Lead teams and processes to deliver high quality.
Ensure
That the right resources are used to create customer value.
Build
A service culture where every employee contributes to the organization's success.
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This is how we work with Service Design & Management:
Analysis and mapping
We start by understanding your customer journey, your processes and your goals. Through interviews, workshops and observations, we identify strengths and areas for development.
Development of solutions
With the customer's needs at the center, we create services and processes that simplify, improve and engage. We design both frontstage (what the customer experiences) and backstage (what happens in the organization).
Implementation and support
A service culture where every employee contributes to the organization's success.
Follow-up and continuous improvement
With the help of measurement tools and follow-ups, we ensure that the changes produce the desired results over time.
