From the course: Customer Experience: Service Blueprinting
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Layer in support actions for the scope
From the course: Customer Experience: Service Blueprinting
Layer in support actions for the scope
- When you're watching a play, you're probably aware there are things happening backstage, but even though you're aware of it, you're not seeing it because you're enjoying what's happening onstage. The same can be true for delivering great service. A lot can go behind the curtain. We separate that out on our blueprint with a line of visibility. That's the line between what the customer sees and what's going on behind the scenes. Now those moving parts behind the scenes are called backstage actions. They're the ways employees need to accomplish a task, follow a process or use a system to complete an action for the customer. These might include things like a service rep submitting an issue ticket on behalf of the customer or entering a new customer's information into a point of sale or customer relationship management system. For our example with Jeannie's Gems, consider how the customer asks for their order at the store. The customer may see the employee walk to a back room to prepare…
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