Service Blueprinting (Telco Service) by https://padlet.com/crisann002/bp04 Replacing faulty mobile set @ telco authorized retailer en-us 2018-04-28 19:00:39 UTC 2025-10-12 17:01:02 UTC hello@padlet.com https://padlet-assets.s3.amazonaws.com/icons/Bagshop.png Include all the steps that customers take part in as part of the service delivery process crisann002 https://padlet.com/crisann002/bp04/wish/256246042 2018-04-28 19:00:39 UTC https://padlet.com/crisann002/bp04/wish/256246042 Tangibles that customers are exposed to that can influence their quality perceptions crisann002 https://padlet.com/crisann002/bp04/wish/256246043 2018-04-28 19:00:39 UTC https://padlet.com/crisann002/bp04/wish/256246043 Those actions of frontline contact employees that occur as part of a service encounter crisann002 https://padlet.com/crisann002/bp04/wish/256246044 2018-04-28 19:00:39 UTC https://padlet.com/crisann002/bp04/wish/256246044 Invisible contact employees, below the line of visibility crisann002 https://padlet.com/crisann002/bp04/wish/256246045 2018-04-28 19:00:39 UTC https://padlet.com/crisann002/bp04/wish/256246045 Activities carried out by individuals and units within the company who are not contact employees, but need to happen for the service to be delivered crisann002 https://padlet.com/crisann002/bp04/wish/256246046 2018-04-28 19:00:39 UTC https://padlet.com/crisann002/bp04/wish/256246046 TALKSAY (sis company of Singtel) reginepoh https://padlet.com/crisann002/bp04/wish/256435047 Customer faced with problems regarding his phone services, causing him to call talksay for assistance. ]]> 2018-04-30 09:06:00 UTC https://padlet.com/crisann002/bp04/wish/256435047 reginepoh https://padlet.com/crisann002/bp04/wish/256435446 When customer called talksay at 1266 (helpline), the customer will be directed to the extension hotline which customer need to select a certain number based on his or her service needs. ]]> 2018-04-30 09:08:16 UTC https://padlet.com/crisann002/bp04/wish/256435446 reginepoh https://padlet.com/crisann002/bp04/wish/256435674 the personnel from Talksay will then pick up the call and ask for the customer's troubles or difficulties to understand their problems. For example, if the customer cannot make a phone call then the service provider will ask them to wait while they investigate the problem]]> 2018-04-30 09:09:31 UTC https://padlet.com/crisann002/bp04/wish/256435674 reginepoh https://padlet.com/crisann002/bp04/wish/256436028 Talksay personnel that interacted with the customer will talk to the person from back stage to investigate the problem and solve the issue. ]]> 2018-04-30 09:11:44 UTC https://padlet.com/crisann002/bp04/wish/256436028 reginepoh https://padlet.com/crisann002/bp04/wish/256436203 Once the Back stage employee have settle the difficulties or troubles of the customer then they will inform the employee and the on stage employee will inform the customer that their problem have been solved and hope the customer will select the rating number to rate their services.]]> 2018-04-30 09:12:51 UTC https://padlet.com/crisann002/bp04/wish/256436203 reginepoh https://padlet.com/crisann002/bp04/wish/256439321 Talksay's website, online app and customers' services]]> 2018-04-30 09:32:19 UTC https://padlet.com/crisann002/bp04/wish/256439321