Excellent Service: Basics for Success

Service

Is defined as a valuable action, deed, or effort performed to satisfy a need or to fulfill a demand (referring to business dictionary).

If we mention Business to Consumer, it looks quite easy to satisfy a need. It is just a situational compatibility between a sales person and a buyer, and/or a good understanding of psychology. “Mystery shopping” is successfully used for B2C service evaluation.

Business to Business service evaluation is a more comprehensive process. Nevertheless, it is possible to assess a service of a company with use of combined methods and business evaluation technologies.

A service function creates that “desired“ add-on to a core product/core service, which noticeably distinguishes a company from competitors.

We have created the visualizations of activities within Pre-Sales and After Sales services (B2B).

Pre-Sales Service

According to the common definition, pre-sales is a process or a set of activities/sales normally carried out before a customer is acquired.

pre-sales-service

After Sales Service

Periodic or as-required maintenance or repair of equipment by its manufacturer or supplier, during and after a warranty period.

after-sales-service

Therefore, it is very important for business:

1.      to identify activities within future service;

2.      to distinguish external flows from internal flows (communications, information, documentation etc.).

After the above-mentioned steps, we recommend:

3.      to design initial business processes involved in future service.

excellent-service-basics-for-success

The final step should be realized in cooperation with experienced management consulting business consultants, as it optimizes internal business resources’ involvement, and creates more structured view during construction stage of future service.

Contact us for further information about ABM VIP Consulting® Management Consulting Services.

Management consulting is the practice of helping organizations to improve their performance, operating primarily through the analysis of existing organizational problems and the development of plans for improvement.

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