New Outside-In Service Management™ Training Helps Design the Service Experience and Manage the Customer Value Points

FOR IMMEDIATE RELEASE
(Free-Press-Release.com) April 1, 2011 -- Service Management 101 today announced the immediate availability of new Outside-In Service Management™ training to help service management professionals’ design service experiences. Available for the first time as a public class, the one-day workshop compliments the existing 2-day Outside-in Service Management Foundation class by providing hands-on training using a tabletop simulator to explain how to map, inspect and improve the customers’ service experience.

“The economic climate is exposing the ‘inside-out’ thinking of many IT Service Management (ITSM) projects, which traditionally focus on process, technology, capability, or best practice, with management asking, “Why are we doing this?” “What value does it provide to the customer?” and "Where do we start?" With this workshop we finally have an opportunity to address these questions in a straightforward, meaningful way from the customer perspective, removing the mystery, risks and limitations of the traditional thinking”, says Kenneth Gonzalez, Managing Partner at Engaged Consulting.

“Outside-In thinking ensures the interest of the customer take precedent and the basis for all decision-making. It guarantees the service encounter, touch points, interactions and overall customer experience with products and services, are respected and managed to properly produce successful customer outcomes. Outside-In thinking is a must do for any service management initiative”, Steve Towers, Process Evangelist, Business Coach and BPM Author, Tower Associates.

“The startling and inconvenient truth about many service management projects is - they fail the customer. The Outside-In Service Management™ program is designed to prevent this by embedding customer first thinking, and specific concepts and methods on how to manage the customer expectation, experience and satisfaction levels, within the service management system and service provider organization culture and practices.

The path to value and service excellence leads through the customer’s service experience. The OISM program illuminates that path, and also helps rescue and insulate service management projects from the failings of ‘inside-out’ thinking by ensuring processes are improved, and best practices are ‘best’, because they deliver real and specific benefits directly to the customers of services”, Ian Clayton, Principal Service Management 101.

customer experience management     customer service     service management