OUR OFFER

Academie du Service offers consulting and training in service culture.
It advises businesses in the definition of its service strategy, cultural transformation and improving satisfaction, and in Service Management and Marketing.
Our offer adopts as its foundation the principle of Consideration Symmetry (Symétrie des Attentions)©: the quality of the relationship between a firm and its customers is equal to the quality of the relationship between the firm and its employees.
Academie du Service is also active outside France, with projects conducted in more than 25 countries and a network of 20 trainers and consultants.

expertise

Consulting in service strategy

Defining a strategy of differentiation through service

Innovating in the firm’s service design and offer

Designing changes in the customer experience

Training and ongoing support

Raising awareness and educating teams in service culture

Enhancing management behaviour in services

Improving the customer relation skills of frontline staff

Benchmarking, communications and capacity building for managers

Formulating the project steering and communication strategy

Supporting the project’s deployment internally

Adapting measurement tools and monitoring variation of ROI

R&D, conferences and publications

Drawing inspiration from and staying up to date on innovations and developments in the service world

Possessing benchmarks and conducting surveys and research

Exchanging with peers

Sharing publications and news issued by the Service Lab Foundation

THE 7 STEPS TO A SERVICE CULTURE

  • 1. Open people’s minds to the importance of a service culture
  • 2. Evaluate service and management culture and practice
  • 3. Define the service strategy
  • 4. Build the service offer and the relational model
  • 5. Structure the deployment of this transformation
  • 6. Develop behavioural skills and deploy a project per team
  • 7. Supervise the performance of the offer and the relational model

1.

Open people’s minds to the issues raised by a service culture

CLIENT REQUIREMENT

How to raise awareness among the firm’s management committee and its other stakeholders of the need to redefine the service strategy.


ACADEMIE DU SERVICE'S BELIEF

Cultural transformation must be driven by top management before spreading to involve people at all links in the chain.

 

RECOMMENDED SOLUTIONS / TOOLS

The Customer Journey Experiment©

Our publications: the magazine Cultures Services, our blogs, our reference books, etc.

Our events: the Cultures Services Club and the colloquium “Les Talents de la relation client”

 

2.

Evaluate service and management culture and practice

CLIENT REQUIREMENT

How to benchmark the firm’s strengths and weaknesses in the field of services. What are its assets and avenues for improvement?


ACADEMIE DU SERVICE'S BELIEF

A methodological analysis of the service culture is necessary before laying the foundations for the appropriate strategy.


RECOMMENDED SOLUTIONS / TOOLS

The Cultures Services Barometer©

• The cultural transformation analysis

• The study of customer journeys

3.

Define the service strategy

CLIENT REQUIREMENT

How to ensure that the management committee comes together behind this ambition for cultural change


ACADEMIE DU SERVICE'S BELIEF

All strategic ingredients bear the consistency of your service culture. They must be set down from the start at management committee level


RECOMMENDED SOLUTIONS / TOOLS

• The service strategy ServiCiel©

4.

Build the service offer and the relational model

CLIENT REQUIREMENT

How to model the experience of your customers and staff and formulate the service offer?


ACADEMIE DU SERVICE'S BELIEF

An inclusive approach is necessary in order to create innovative offers and relational touch points which will generate the highest satisfaction levels.


RECOMMENDED SOLUTIONS / TOOLS

The service RéférenCiel©

The Management RéférenCiel ©

The Butterfly Effect©

5.

Structure the deployment of this transformation

CLIENT REQUIREMENT

How to achieve cultural change in the company over time, without losing momentum


ACADEMIE DU SERVICE'S BELIEF

Make the service culture a structural part of all long-term projects in the company


RECOMMENDED SOLUTIONS / TOOLS

Business Universities©

6.

Develop behavioural skills and deploy a project per team

CLIENT REQUIREMENT

How to ensure that teams embody the chosen relational model at every contact point.


ACADEMIE DU SERVICE'S BELIEF

Managing initiative, facilitating empowerment and promoting experience-led and enjoyable learning through innovative educational approaches.


RECOMMENDED SOLUTIONS / TOOLS

The Customer Relation Compass©

The Butterfly Effect©

• The Training shop

• QUOTES©

• The “Project per team”

• MOOC by Academie du Service

7.

Supervise the performance of the offer and the relational model.

CLIENT REQUIREMENT

How to consolidate over time the service provided to customers and that delivered to employees.


ACADEMIE DU SERVICE'S BELIEF

Human consideration is not contrary to performance. Supervision is about aiming to achieve top performance time after time.


RECOMMENDED SOLUTIONS / TOOLS

The Cultures Services Barometer©

• The management of the service catalogue

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