You're reading...
Customer Service, Process Improvement

Personalised Services – a range of options

I wrote recently about some experiences with a couple of organisations that were looking at new service delivery process designs.  I talked about the mistake of thinking about delivering “personal service” which inevitably meant face-to-face and (probably) high cost.  Instead, I suggested that “personalised service” was a more appropriate way of thinking through the options.

Today, I’ve captured some of the options in the slide below, ready for a To Be Service Design Workshop:

Personalised Services

What’s clear from this is that (a) there is a place for “personal service” and (b) there’s a massive need for technology to enable the Self-Service and Assisted-Service options.


Comments are closed.

Connect with Ian Seath

Find us on Facebook Improvement Skills Consulting Ltd. on LinkedIn Follow IanJSeath on Twitter


Copyright Notice

© Improvement Skills Consulting Ltd. and Ian Seath, 2007-19. Unauthorised use and/or duplication of this material without express and written permission from this site’s author and/or owner is strictly prohibited. Excerpts and links may be used, provided that full and clear credit is given to Improvement Skills Consulting Ltd. and Ian Seath with appropriate and specific direction to the original content.

%d bloggers like this: