THE 'HUMAN CUSTOMER EXPERIENCE (hCX)' SOLUTION
THROUGH SERV-IC (SERVICE IMPROVSIATION COMPETENCE) LET'S CHATMAIN OUTCOMES
When put into action as taught and practiced:
This approach can accelerate ideation, swiftly advancing these concepts into profitable initiatives.
It will enhance frontline staff's ability to connect effectively in real-time with buyers
Resulting in stronger relationships and improved team dynamics
Deal with difficult buyers or customers easier through being in the moment through the day
Be in "service from the heart" no matter what industry, to internal and external customers
Pick up the individual components of LAB: active listening, active accepting and building on whatever whoever is opposite them said
Act creativity and spontaneity based on input from customers
More with ease at making your customers/colleagues look good
Bring more bricolage into work (make something of the resources you have).
🕕 6 HOURS IN TOTAL
🏢 MAX. 4 SESSIONS
👥 6-20 PARTICIPANTS
📍IN PERSON OR VIA VIDEO
With the goal is to reach a superior level of human customer experience (Human-CX) among most, if not all, frontline staff during their working days. All of this is done within a positive and psychological safe environment.
Participants will take part in over a dozen fun activities, each designed to enhance the Human Intelligence of your participants. These activities target the typical human communication obstacles encountered by customer service teams. All together, we’ll identify and dismantle the root causes of poor communication and collaboration. This collaborative effort will steer teams towards a more efficient and productive work dynamic, enabling them to perform at their peak.
All while having fun.
WHY SERVICE IMPROVISATION COMPETENCE (SERV-IC) in hCX IS KEY
Serv-IC is key in hCX, particularly for high-contact areas. It involves employees adapting their standard service approaches to effectively handle unforeseen situations with what they have. This skill, developed through specific service designs, aligns employee behavior with service processes amid customer unpredictability.
Research, including a study of 320 hotel managers and 137 employees, established a scale to measure Serv-IC and its impact on customer satisfaction. The study found Serv-IC, which focuses more on creativity, spontaneity, and bricolage to be particularly effective in enhancing satisfaction in lower-tier hotels, where it’s unexpected yet highly appreciated.
As it’s the unexpected improvisation in lower-tier hotels that significantly improves guest satisfaction. The study also noted a gap between managers’ perceptions and actual employee improvisation levels.
The study underscores that Serv-IC should be assessed based on the process and context, not just the outcomes. Like in improvisational theatre, the emphasis should be on the creative process and mutual cooperation, allowing improvisation to develop organically and valuing both the journey and the result.
For example, a group of sales students who were trained in Improv techniques had stronger sales performance over a four-week period for a project to sell event tickets than their peers who did not participate in the training. On average, this group sold 50 percent more tickets than their counterparts (Watson, 2011).
Jordana Cole (1/8/2016), ‘I’ve Got Your Back: Utilizing Improv as a Tool to Enhance Workplace Relationships’, Scholarly Commons, Master of Applied Positive Psychology Capstone Projects, Penn Libraries, University of Pennsylvania’, PDF
