Employee Service Readiness
Service readiness involves employees having the capabilities to perform in alignment with service promises. Service promises set customers’ expectations for value formation and service delivery throughout their entire customer journey. Exploring employees’ service readiness is crucial because frontline employees’ performance, aligned with these promises, impacts customers’ value experiences at all touchpoints and encounters in the service process. Research shows that the ability to fulfill service promises elevates employee motivation, engagement, and well-being at work.
Walk the Service Talk
The Employee Service Readiness track is highly relevant for all companies whose business to greater or lesser extent relies on customer journey experience in B2C, such as the hospitality,- care and retail sectors as well as all customer relations in B2B. In partly digitalized customer journeys the real human to human encounter is growing in importance, and employees need and want to walk the service talk.
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