Service blueprint

[Audio] Hello, my name is harmanpreet kaur. We are going to discuss various aspects of the service blueprint in upcoming slides..

[Audio] AIR CANADA. It is The largest airline of Canada.

[Audio] Canadian national carrier Air Canada is also a star alliance member and offers direct flights to all seven continents. Air Canada provides comfortable, cutting-edge air travel with its modern aircraft fleet. In 2017, Air Canada and its subsidiary Air Canada Express transported almost 48 million passengers to a variety of locations around the globe..

[Audio] THE MORE TRAVELERS, THE MORE PROFIT. It focuses on a wide variety of travelers, including singles, couples, families with children, travel freaks, group travelers, as well as elderly individuals. In spite of this, Air Canada gives priority to business travelers who tend to travel in business class which is comparatively more expensive than other classes. Furthermore, the price of tickets changes from time to time with regard to the number of willing travelers at that time..

[Audio] Some of the Service processes used in the blueprint are. Reservation Security check Boarding process Greeting customers Foodservice Baggage handling Flight attendance.

[Audio] Let's get into our service blueprint….. Let’s get into our service blueprint…..

[Audio] Arrival at airport. Our whole process starts from here. customer arrives at the airport. Then, the employee greets the customer and checks their required documents..

[Audio] Baggage weighing. The airport staff collects and weighs the luggage carried by the customer, and loads it onto the plane..

[Audio] Security check…. The customers further move to the security check area where the security officers check their handbags and their body by using a metal detector..

[Audio] Boarding on plane. Next, the airport staff checks the boarding passes of travelers and lets them get onto the plane for their trip..

[Audio] Flying to destination. While flying to the destination, the flight attendants provide various services to the travelers like providing basic help, handling hand luggage, information about airplane facilities, and most importantly serving meals..

[Audio] Fail point….. Fail point….. White arrows painted on the asphalt.

[Audio] Providing meal. The airline fails to provide an appropriate meal as I'm vegetarian, but there was a lack of availability of veg meals and they offered me a non-veg meal, and simply apologize for this happening. As a consequence, I had to stay hungry for long hours. This incident happened on the plane while flying.

[Audio] How can the fail point be improved? . According to me, the flight attendant should make sure before flying that there is enough amount of food for passengers with respect to their food habits..

[Audio] Wait points. Let's discuss some waiting points…...

[Audio] Wait points and solutions….. 1.) online reservation: it can be solved By Checking that the online ticket booking website is user-friendly, 2.) Baggage handling: it can be enhanced By using a permanent bag tag maybe in future 3.) Security checking: it can be solved By hiring well-trained security agents 4.) serving food: it can be improved by giving professional training to staff for serving faster.

[Audio] I will try to answer some of the questions that you may have about customer service blueprint..

[Audio] What does a customer service blueprint mean? A customer service blueprint focuses on the various actions or touchpoints, as well as any pain spots, that customers may encounter when interacting with a product or service. customer experience is combined with all personnel actions and support procedures, some of which may or may not be visible to the customer, in a service blueprint, which goes many levels further..

[Audio] When should the customer blueprint be used? The followings are the uses of the customer blueprint:- when several departments work together to provide a single customer with a service. whenever a business wants to make sure that the major processes are appropriately human-centered. When it is necessary to redesign or change a service. When a company switches from providing high-touch services to providing low-touch services or vice versa..

[Audio] What are the benefits of using a customer service blueprint? It can be used for team building across your organization. These are the main advantages service blueprints can provide to your team: It demonstrates to staff members the value of having a customer-focused viewpoint. It opens up possibilities for ongoing improvement. Provides opportunities for customers and staff to establish shared connections It can aid in determining the amount of investment made by the company in each process or touchpoint..

[Audio] How does the customer benefit from the customer service blueprint? The main motive of the customer service blueprint is to improve the experience of customers. They can get a more valuable and satisfying experience from an organization. Obviously, a well-maintained process of service will solve issues like wait points or fail points which will automatically enhance the customer experience.

[Audio] How does the organization benefit from the customer service blueprint? Specialists in marketing and communication benefit from detailed service planning. Consumer research is used by marketing managers to identify the key factors that influence customer happiness. They are used by communication managers to create consumer goods that express hidden behaviors. Services plans are beneficial for managing the continued performance of a product or service. It is important to compare customer feedback and service metrics regularly to the blueprint to uncover opportunities to improve the customer experience and the business as a whole..