Following Up On The Customer Service Triangle

Sean Fletcher

In my last post (20 March, 2015), I commented on the magic of Karl Albrecht and his Customer Service Triangle. In today’s Blog, I am going to discuss how to use the Service Triangle at a “lower level”.

The great thing about the Service Triangle is that it can be used at any level within an organisation and at any level regarding what you are trying to achieve.

In this instance, I have used the Service Triangle, in very simple terms, to tease out the main features regarding the holding of an event. The matters required  to be addressed are shown in the picture below:


As can be seen in the above diagram, using such a tool will allow you and your team to quickly brainstorm and plot what is required regarding the undertaking of any activity. With the above example (and I haven’t included all the issues), it can be seen that there are a number of key considerations as follows:

Customer: Who is the event for i.e. the demographic?

Strategy: Is there an event management plan for the holding of this event?

People: Who is responsible for the event and are appropriate staff/others allocated for the event?

Systems: What are the key things required to run and support the event?

At the end of the day, the success or failure of running an event, undertaking a project or realigning an organisation will rest on the strategies we use to assist us formulate the best way forward.

What systems and strategies do you use?

Sean Fletcher is the Principal Consultant at Strategic Teams

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