Support, Transparency and Service Design

Support teams are regularly torn between customers’ pressure to disclose more information, especially when cases are not progressing as expected, and the need to protect the company’s internal processes or the identity of decision makers.  Frequently, we err on the disclosure side, thus exposing the decision makers to unexpected calls from customers and undue pressure.

Those of us who enjoy visiting restaurants with open kitchens will realize that while we enjoy watching the cook prepare our pizza, we hardly ever get to watch the dirty dishes piling up or, indeed, the dishwashing crew in action.  Similarly, there are always portions of the company’s operation that we should consider keeping away from customers’ eyes

Here’s where Service Blueprinting comes into play – it is a methodology for process design and analysis that, among other things, makes process designers aware of the need to make informed decisions about the visibility of sections of the problem resolution process to the customers.  A sample of a service blueprint is:

I am sure each of us can chart our favorite restaurant / bank / airport experience into similar chart,  Can we done it with similar clarity for our support operation?  Is the line of visibility as clear in our operation as it is for other businesses we are familiar with?

I added several blogs to the blogroll on the right with service design and blue printing information.  Wim Rampen’s blog is always insightful, while design for service and desonance have several good entries that got me thinking about

Take a look and let me know what you think.

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