What Makes Good Customer Service Design? The 5 Fundamentals

Business process outsourcing services and using HR software.

Are you looking to improve your customer service design?

No one is perfect, and when things go wrong customers expect good customer service they can turn to. It’s a basic, fundamental customer expectation. But it’s a tricky business, and getting the right balance of help for what customers need can be difficult.

That’s where the customer experience design comes in! Read on for these 5 fundamentals of customer service design to keep your customers happy.

1. Table of Contents

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   User-Centric

If you are asking “what is customer experience design“, then pause right now. You can’t make sure your customers will be happy unless you focus on how your customer experiences it. By putting the user at the center, you’ll learn how they interact and experience your service.

To gather the information, put in place observations and interviews. You want to encourage feedback on experiences, behaviors, and what needs aren’t met.

Some things to ask include:

• what do they expect from your customer service?
• how did they feel using it?
• would they use it again?
• what was missing for them?

You need to understand your customers fully. This includes psychological and behavioral drivers, expectations, consumption habits, core tastes, and more. If you aren’t sure how to tackle this yourself, consider outsourcing your design services Your customers will thank you!

2. Learn From Mistakes

You shouldn’t seek to avoid mistakes, but rather learn from the ones you make. It’s one of the biggest focus points of service design.

It’s achieved by testing and prototyping; trial and error at its finest. You can save a lot of time, effort, and money if you test your customer service design before developing it.

Don’t jump right in and launch an idea as soon as you have it, test it and tweak it first. You should test throughout the designing process too, don’t wait to rush it through at the end of the project.

3. Group Collaboration

When putting together your service design blueprint, you should involve all employees, stakeholders, and departments. Co-creation involves everyone in the solution design and how it’s produced and developed.

Using a team from all levels and areas in your company allows for a broader scope. There will be a vast array of expertise, knowledge, and skills to come together to make some great ideas.

Everyone also will have a chance to have their input. This will help the people providing the service and those using it feel valued. The more valued someone feels, the happier and easier they are to please.

4. Visual Aids

When working in a co-creative environment, it’s easier to use visual aids. It’ll help people express their ideas without relying on lengthy explanations.

Make use of things like:

• sketches
• pictures
• maps
• charts
• graphs

Encourage creativity with colored pens and paper. Using visuals can help break down big topics to be more tangible and easier to digest. It’s also better for making things memorable.

5. Holistic Services

Look at the whole environment in which your customer service exists. Holistic services look at the entire user journey and think of each point of contact within that.

Points of contact (touchpoints) are any interactions the user has with your service. For a holistic approach, you need a balance of safety, reliability, and functionality.

Customer Service Design Made Easy

So, there you have it! Now that you know these 5 principles of customer service design, you’re on your way to a better user experience.

The user has to be at the heart of your service design. You need to get to know your users and what they want/need. Once you know this, you and your team can work out delivering them the service they deserve.

If you found this article helpful, check out our other blog posts today!