It's funny I hear the words customer service and start feeling very guilty. I think as therapists we often feel guilty if we haven't been able to find the time to provide the service that we think someone needs. We are often stretched very thin and respond to the most urgent cries for help, leaving the quieter families waiting for us to call them.
Todays workshop gave me 3 great tools to help in my role to provide good customer service.
1. Empathy Mapping
2. Journey Mapping
3. The FISH philosophy
Empathy Mapping. I think this is something that I do quite intuitively. Although actually writing it down helps. Maslow's Hierarchy of needs has been adapted to think about customer service. WIth basic needs as the bottom of the pyramid before the expectations, desires, and unanticipated needs.
Here is an empathy map:
http://uxempathy.com/2012/10/digital-empathy-map/
Our group actually found using this quite tricky. It is really hard to see all of these things from someone else's persepective. It would be great to ask one of our clients to fill this in for us.
A Journey Map follows on from an empathy map, in that it is done from the customers perspective and maps out every touchpoint that the customer has with your service.
http://www.amplify-interactive.com/blog/events/love-at-first-website-2011/
I found this website with more details.
We worked in teams to create journey maps and this was a really valuable experience and will help us develop some more streamlined processes and procedures to be followed.
We also talked about tracking the clients satisfaction using a customer heartbeat diagram.
This website has lots of good info about customer satisfaction.
And lastly this is how we finished off the day.
http://www.charthouse.com/content.aspx?name=home2
I am looking forward to trying to apply some of these tools to work.
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