Improving Customer Service - Mind Mapping

Challenge

My organization has appointed me to be part of a team who are responsible for transforming customer  service experience. It has been reported that over a period of time, the organization is unable to deliver  and live up to the expectations of the customers. This is heading to great a setback for the organization’s  reputation, customer retention and eventually profitability. The aim of the project is to understand the  pain points of customers, identify the gaps with regards to customer service and have a holistic view of  the situation. We need to propose and develop solution within the given period of time 3 months along  with limited resources, IT team. We need to consider not only the given constraints (time and resources)  but also accommodate other stakeholders’ needs and requirements.

Selection

For resolving the current situation and proposing a solution, the team has decided to opt for “Mind  Mapping” tool. We need to involve internal and external stakeholders to understand their need and unveil  the issues they are facing in order to generate and redefine a process which is according to their need.

Application

For the application of Mind Mapping tool, we organized number of focus group feedback session  belonging to various customer service department. Our aim behind conducting such session was to note  down the problems and issues the employees were facing which resulted as a failure of a good customer  service. Also, we visited number of branches of our organization in order to interact with the customers  and know their pain points. We made sure we have clear idea and perspective from both ends. It was vital  to know the opinion and feedback of all the stakeholders before designing and testing new solutions.

In the feedback sessions group/individual, we developed a set of questionnaire which included such as  describe which service takes most of the time, which part of the day or which week or month always seem  to be very busy, how informed the employees/customers are about the services, which service requires  system upgrade, in their own opinion how certain issues should be handled by organization management.  Our team made the record of these session and collated all the feedback provided by each individual. It  was significant to observe all these details and communicate the same with the IT team on how to develop  and re-design the existing process if need to eliminate the issues.

Insight

By the implementation of this tool we were able to identify and have a broader image of the problems  encountered not only by our customer but also employees. We were aware that few systems were both  obsolete and outdated and some of them were required to be built from scratch. Some processes should  be redesigned, trainings to be organized for the employees with regards to delivering few services  effectively, educating and creating awareness amongst customers as well.

Our next step was to start working with IT team and higher management to design and deploy the new  solutions. We knew this will require an agile approach considering the given time and resources. We also  ensure to monitor, test and track all the new solutions with the time and make iterations accordingly.

Approach

Since the aim was to improve customer service, it was essential to involve and hear out the feedback of  the stakeholders; therefore Mind Mapping was the best tool. We may also include learning tool, as we  will be monitoring customers and employees’ behavior to new changes this will provide us with quality  and quantity data which can be used to discover new solutions for achieving best customer service


Improving Customer Service - Mind Mapping Challenge My organization has appointed me to be part of a team who are responsible for transforming customer service experience . It has been reported that over a period of time , the organization is unable to deliver and live up to the expectations of the customers . This is heading to great a setback for the organization ’s reputation , customer retention and eventually profitability . The aim of the project is to understand the pain points of customers , identify the gaps with regards to customer service and have a holistic view of the situation . We need to propose and develop solution within the given period of time 3 months along with limited resources , IT team . We need to consider not only the given constraints ( time and resources ) but also accommodate other stakeholders ’ needs and requirements . Selection For resolving the current situation and proposing a solution , the team has decided to opt for “ Mind Mapping ” tool . We need to involve internal and external stakeholders to understand their need and unveil the issues they are facing in order to generate and redefine a process which is according to their need . Application For the application of Mind Mapping tool , we organized number of focus group feedback session belonging to various customer service department . Our aim behind conducting such session was to note down the problems and issues the employees were facing which resulted as a failure of a good customer service . Also , we visited number of branches of our organization in order to interact with the customers and know their pain points . We made sure we have clear idea and perspective from both ends . It was vital to know the opinion and feedback of all the stakeholders before designing and testing new solutions . In the feedback sessions group / individual , we developed a set of questionnaire which included such as describe which service takes most of the time , which part of the day or which week or month always seem to be very busy , how informed the employees / customers are about the services , which service requires system upgrade , in their own opinion how certain issues should be handled by organization management . Our team made the record of these session and collated all the feedback provided by each individual . It was significant to observe all these details and communicate the same with the IT team on how to develop and re - design the existing process if need to eliminate the issues . Insight By the implementation of this tool we were able to identify and have a broader image of the problems encountered not only by our customer but also employees . We were aware that few systems were both obsolete and outdated and some of them were required to be built from scratch . Some processes should be redesigned , trainings to be organized for the employees with regards to delivering few services effectively , educating and creating awareness amongst customers as well . Our next step was to start working with IT team and higher management to design and deploy the new solutions . We knew this will require an agile approach considering the given time and resources . We also ensure to monitor , test and track all the new solutions with the time and make iterations accordingly . Approach Since the aim was to improve customer service , it was essential to involve and hear out the feedback of the stakeholders ; therefore Mind Mapping was the best tool . We may also include learning tool , as we will be monitoring customers and employees ’ behavior to new changes this will provide us with quality and quantity data which can be used to discover new solutions for achieving best customer service