The Service Experience Alphabet

The Service Experience Alphabet ©

26 essential human characteristics of a service professional

 

The Service Experience Alphabet © is a deeper dive into the mindset that is needed to be a great service professional. It’s about the human touch in service environments, which is becoming increasingly rare, and therefore increasingly valuable. This alphabet summarizes 26 of the most essential human characteristics that service bots don't have, and provides guidelines on how to apply these.

If you're a recruiter, the alphabet can be helpful for hiring new service agents. If you're a manager, you can use it to determine training goals. And if you're a service professional yourself, you can start using it right away.

You are more than welcome to download and use the entire alphabet (A to Z) free of charge. You’ll find a link at the bottom of this page. All I'm asking in return is your comment below on how and where you applied it. I’d also be very interested in your thoughts about possible improvements. I can think of alternatives for most letters, but this selection pretty much covers the essence.

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A is for Authentic

You are the owner and sender of your messages, so choose your words as an individual. Tailored instead of one-size-fits-all. Clients will sooner or later sense scripted or copy / paste replies, be it online, in an email, on the phone or face-to-face.

You are the owner and sender of your messages, so choose your words as an individual. Tailored instead of one-size-fits-all. Clients will sooner or later sense scripted or copy / paste replies, be it online, in an email, on the phone or face-to-face.

You are the owner and sender of your messages, so choose your words as an individual. Tailored instead of one-size-fits-all. Clients will sooner or later sense scripted or copy / paste replies, be it online, in an email, on the phone or face-to-face.

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B is for Businesslike

Stay in control and draw a line when necessary. Lead the conversation and know when to end it. Don’t go onto the defensive or persist in making a point. Avoid sparking a debate, or you’re likely going to lose a client. Leverage commercial opportunities if appropriate.

Stay in control and draw a line when necessary. Lead the conversation and know when to end it. Don’t go onto the defensive or persist in making a point. Avoid sparking a debate, or you’re likely going to lose a client. Leverage commercial opportunities if appropriate.

Stay in control and draw a line when necessary. Lead the conversation and know when to end it. Don’t go onto the defensive or persist in making a point. Avoid sparking a debate, or you’re likely going to lose a client. Leverage commercial opportunities if appropriate.

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C is for Creative

Forget the “yes, but” trap as much as possible. Think in terms of possibilities, rather than limitations. Offer a choice or an alternative. Try new things and consider out-of-the-box solutions that bring a smile to a client’s face. Keep policies and compliance in mind though.

Forget the “yes, but” trap as much as possible. Think in terms of possibilities, rather than limitations. Offer a choice or an alternative. Try new things and consider out-of-the-box solutions that bring a smile to a client’s face. Keep policies and compliance in mind though.

Forget the “yes, but” trap as much as possible. Think in terms of possibilities, rather than limitations. Offer a choice or an alternative. Try new things and consider out-of-the-box solutions that bring a smile to a client’s face. Keep policies and compliance in mind though.

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D is for Discrete

Privacy is more than a GDPR requirement. It’s equally about your personal respect for others. Only store data which serves the interest of your clients. Make sure to use secure channels only when exchanging personal information online.

Privacy is more than a GDPR requirement. It’s equally about your personal respect for others. Only store data which serves the interest of your clients. Make sure to use secure channels only when exchanging personal information online.

Privacy is more than a GDPR requirement. It’s equally about your personal respect for others. Only store data which serves the interest of your clients. Make sure to use secure channels only when exchanging personal information online.

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E is for Effective

Let quality prevail over quantity and deliver first-contact resolutions. Quick fixes don’t last, so eliminate root-causes when possible. Focus on frequent irritators and key moments in the customer journey. It may take some extra time now, but it will prove time well spent.

Let quality prevail over quantity and deliver first-contact resolutions. Quick fixes don’t last, so eliminate root-causes when possible. Focus on frequent irritators and key moments in the customer journey. It may take some extra time now, but it will prove time well spent.

Let quality prevail over quantity and deliver first-contact resolutions. Quick fixes don’t last, so eliminate root-causes when possible. Focus on frequent irritators and key moments in the customer journey. It may take some extra time now, but it will prove time well spent.

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F is for Fond

Be an ambassador for the brand you represent, even if you are employed by a third party. Show enthusiasm about what you do. Continue this attitude when you are off-duty just as well. To a (potential) client, you are the brand.

Be an ambassador for the brand you represent, even if you are employed by a third party. Show enthusiasm about what you do. Continue this attitude when you are off-duty just as well. To a (potential) client, you are the brand.

Be an ambassador for the brand you represent, even if you are employed by a third party. Show enthusiasm about what you do. Continue this attitude when you are off-duty just as well. To a (potential) client, you are the brand.

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G is for Gay

You only get what you give, so be positive and spread some love and sympathy. Appropriate humor can do wonders in breaking the ice. Depending on the brand you represent, you can even be edgy at times. Mind, however, never to downplay emotions.

You only get what you give, so be positive and spread some love and sympathy. Appropriate humor can do wonders in breaking the ice. Depending on the brand you represent, you can even be edgy at times. Mind, however, never to downplay emotions.

You only get what you give, so be positive and spread some love and sympathy. Appropriate humor can do wonders in breaking the ice. Depending on the brand you represent, you can even be edgy at times. Mind, however, never to downplay emotions.

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H is for Honest

Integrity is golden, so speak the truth at all times. Lies will backfire on you. People want to understand what they pay for, and so they expect clear answers. But be smart, it doesn’t mean you have to reveal all your strategic and confidential information.

Integrity is golden, so speak the truth at all times. Lies will backfire on you. People want to understand what they pay for, and so they expect clear answers. But be smart, it doesn’t mean you have to reveal all your strategic and confidential information.

Integrity is golden, so speak the truth at all times. Lies will backfire on you. People want to understand what they pay for, and so they expect clear answers. But be smart, it doesn’t mean you have to reveal all your strategic and confidential information.

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Download 100% free of charge

Click below button to receive your free copy of the Service Experience Alphabet ( A3 - 950 kB). Upon request, a full-size A0 poster is available as well. No strings attached, and you will not be added to any mailing list!

Click below button to receive your free copy of the Service Experience Alphabet ( A3 - 950 kB). Upon request, a full-size A0 poster is available as well. No strings attached, and you will not be added to any mailing list!

Click below button to receive your free copy of the Service Experience Alphabet ( A3 - 950 kB). Upon request, a full-size A0 poster is available as well. No strings attached, and you will not be added to any mailing list!

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I agree that I will claim neither ownership nor copyright of the Service Experience Alphabet ©. When applying or re-distributing it, I will always refer to www.jochemvandrimmelen.nl as the original source of information. Re-distribution is allowed under the strict condition that neither I nor anyone else will charge for it in any way. I will use the Service Experience Alphabet © as is, and will not alter its title or content without the consent of the author. In case I see room for improvement, I will contact the author at www.jochemvandrimmelen.nl.

 

 

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3 Comments for “The Service Experience Alphabet ©”

Paul

says:

Woow, lots here that I can relate to and recognise from daily customer / service staff interface experience. A useful tool to apply.

says:

You’ve always been an example for me when it comes to customer engagement Jochem. With these guidelines I hope to maintain and preferably even raise the service bar within our organisation that prides itself in having a unique relationship with its customers as well. Thanks for sharing your wisdom.

says:

Hi Peter, thanks for your very kind words! Great to hear that you’re considering to apply the alphabet at OmniAccess in Spain! Feel free to contact me if you ever need any further elaboration on any of the letters.

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