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ServiceTraction – implementing & substaining your service strategy

http://www.servicetraction.com/en/processes.php

Ldquo;Empirical data show that the cost of services is inflated by 30 – 80%, i.e. the processes are riddled with activities that are of no value to the customer.”. Michael George, Lean Six Sigma for Service. Wherever your organisation is on its way to becoming a “service company”, the constant improvement of processes is an on-going challenge in the pursuit of operational customer-centricity.

servicetraction.com

ServiceTraction – implementing & substaining your service strategy

http://www.servicetraction.com/en/our_clients.php

In today’s customer-driven economy, service is everyone’s job! Business to Consumer (B2C). Business to Business (B2B). Developing a service concept is still relatively new in. Industries. As companies, whose business has traditionally been the manufacture and delivery of products, move towards a more service-driven business approach, the demand to understand and develop a “service mentality” is growing. The quality of an internal department‘s (e.g. human resources,. Services, accounting, etc.) servic...

servicetraction.com

ServiceTraction – implementing & substaining your service strategy

http://www.servicetraction.com/en/reading.php

Ldquo;Service Operations Management – Improving Service Delivery”. Robert Johnston and Graham Clark. Service Operations Management is an invaluable book which comprehensively, but practically encompasses and illustrates the phases of service processes. An absolute must-read for anyone responsible for managing service operations and improving service delivery. Winning Teams - Winning Cultures. Larry Senn and Jim Hart.

servicetraction.com

ServiceTraction – implementing & substaining your service strategy

http://www.servicetraction.com/en/about_us.php

So what’s different? Customer Service is our passion. Not from a high-level, theoretical perspective, but from a practical, hands-on, customer-driven perspective. At the core of this holistic approach is the belief that if it’s not working inside, it isn’t going to work when your customer is added to the equation either! Founder and Managing Partner. Download Image-Brochure as PDF (1.2 MB).

servicetraction.com

ServiceTraction – implementing & substaining your service strategy

http://www.servicetraction.com/en/healthcheck.php

Taking a Closer Look. ServiceTraction is an accredited user of. Trade; Healthcheck, the world’s best-known and most powerful diagnostic and benchmarking tool for Customer Relationship Management. Trade; Healthcheck Assessment helps us provide clients with a benchmarked assessment of their customer management capabilities across the. Trade; model, as well as a clear understanding of the level of customer-centricity in their organisation. An independent and rigorous study carried out by a leading.

servicetraction.com

ServiceTraction – implementing & substaining your service strategy

http://www.servicetraction.com/en/our_philosophy.php

Combining the two main elements of building and delivering a service concept in a single source. Our holistic approach ensures that not only the service design process, but also the implementation process receive the same level of attention as they are—optimally—developed simultaneously. This philosophy also facilitates cross-functional alignment, which is essential to the successful delivery of a consistent customer experience at all touch-points between your customers and your organisation.

servicetraction.com

ServiceTraction – implementing & substaining your service strategy

http://www.servicetraction.com/en/consulting.php

360° Customer Experience. A consistent customer experience builds and sustains the brand by ensuring the promises made to customers are delivered against all touch-points:. We help companies to evaluate their Customer Service capabilities and to bring a new and aligned perspective to serving their customer proposition, focusing on both their employee and customer experience, whilst striving for sustainable competitive advantage and increased business returns.

servicetraction.com

ServiceTraction – implementing & substaining your service strategy

http://www.servicetraction.com/en/imprint.php

ServiceTraction e. K. Tel: 49 (0) 89 25 55 73 30. Fax: 49 (0) 89 25 55 73 31. Tax No.: DE251733380. The following Managing Partners are responsible for this website's content according to paragraph 6 MDStV (German law) and are authorised to represent ServiceTraction: Anna Harrison. Photos by Tommy Lösch, www.foto-black-box.de. Formspiel creative concepts and design. ServiceTraction e. K. Tel: 49 (0) 89 25 55 73 30. Fax: 49 (0) 89 25 55 73 31. Fotos von Tommy Lösch, www.foto-black-box.de.

servicetraction.com

ServiceTraction – implementing & substaining your service strategy

http://www.servicetraction.com/en/people.php

People are your Number 1 asset. In re-directing an organisation to one driven by customer-centricity, it requires that internal structures, skills/qualities, as well as the organisation’s culture be aligned with the values underlying customer management. The Service Provider’s Tug-of-War. Of the right people for the right role is an imperative to sustaining a customer-centric environment. But even those frontline employees, who find working as a service provider rewarding and enjoyable, are subjected...

servicetraction.com

ServiceTraction – implementing & substaining your service strategy

http://www.servicetraction.com/en/selection.php

The needle in the haystack. A company’s most important asset is its employees and this is never more important than in a customer-centric environment. In the deluge of job applicants, how can your company ensure the successful selection of service management and staff, who possess the key attributes of outstanding service delivery?