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Levels of Service & Service Levels. Rock Star Consulting Group www.rockstarconsultinggroup.com By Bob Panic Business Architect & Service Management Consultant Mob: + 61 424 102 603 (24x7) Email: bob_panic@me.com. Thoughts on Service & Service Thinking .

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levels of service service levels
Levels of Service & Service Levels

Rock Star Consulting Group

www.rockstarconsultinggroup.com

By Bob Panic

Business Architect & Service Management Consultant

Mob: +61 424 102 603 (24x7)

Email: bob_panic@me.com

thoughts on service service thinking
Thoughts on Service & Service Thinking
  • Service starts with the thought: I want to provide a Service!
  • Levels of Service = I WANTto provide… I CAN provide… I RELY on … to provide…
  • Service Level Agreements = I agree to provide…
  • Key Performance Indicators = How I measure the Service I Agree to provide…
  • Problem no 1: I am the one thinking!
  • Problem no 2: focus is on performance, but does performance = satisfaction?
  • Problem no 3: if I focus on satisfaction, who am I satisfying?
  • Note: SLA’s and KPI’s are BAU = We should be providing this as part of our business DNA!
what do women customers want
What do Women Customers Want?
  • Challenge:
  • What is the customers THINKING and UNDERSTANDING on Service?
  • What are the service expectations from my customer?
  • What does my customer really want?
  • What does it take for my customer to be satisfied?
  • The customer knows me, BUT do I know my Customer? = ASK!
  • Aim:
  • Know the INDIVIDUAL, know the CUSTOMER!
thoughts on service satisfaction
Thoughts on Service & Satisfaction
  • Golden Rule:  One should treat others as one would like others to treat oneself
  • Platinum Rule: Treat others how they WANT to be treated
  • Thought:
  • Potentially service and satisfaction are not the same;
  • …just because we provide a service,
  • and we createSLA’s,
  • and we set and meetour KPI’s:
  • this may notalways translate to satisfied customers!
service focus focus on service satisfaction
Service Focus = Focus on Service & Satisfaction
  • Focus:
  • Understandwhat satisfies the individual customer = Key Satisfaction Indicators (KSI’s)
  • Reward customers by providing a great service but also reward the customer if our service is notgreat!
  • Penalise those (vendors and service providers) who do not provide the levels of service and satisfaction that our customers expect
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