Service Manual
From service design to detailed processes
The Service Manual provides clear descriptions and practical implementation guidance for employees. It is designed as a dynamic tool that can be continuously developed and updated. The goal: a coherent overall customer experience and clear orientation for your teams.
A reliable and consistent quality level strengthens customer loyalty and trust in your brand. You save time and costs when onboarding new employees and can deploy teams more flexibly. And last but not least: clarity also drives employee motivation – because everyone knows how their contribution fits into the bigger picture.
To ensure long-term impact, we optionally train employees in a train-the-trainer format to use the Service Manual internally for onboarding and ongoing team development.
Your employees
- consciously reflect on how touchpoints and processes should be designed.
- work with us to develop clear Service Operating Procedures (SOPs) that document day-to-day processes.
- identify goal conflicts and align service processes accordingly.
- strongly identify with the results and resulting actions because they were actively involved in creating them.
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- prepares the workshops in a structured way using a proven methodology.
- contributes subject-matter expertise and supports employees throughout the formulation and development process.
- edits and consolidates the results in a clear and meaningful way.
- develops a visual template and populates it with the outcomes.
- provides the template for ongoing, dynamic development.
What our customers say
“Together, we defined and documented our service processes and developed and implemented an excellent service system for our guests. The Service Manual system enables us to make every guest stay something special. It motivates us and creates the perfect connection between processes and mindset.”
S. Kuhn, SRH Heidelberg