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    Service Blue Print of Thomas Cook

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    iSaaurabh
    The document outlines the components of a service blueprint for Thomas Cook travel agency. A service blueprint depicts the customer experience, points of contact, and evidence of service. It includes the customer actions on the line of interaction, employee actions on the line of visibility for customer contact, and employee actions on the line of internal interaction between employees. The blueprint then provides an example layout mapping out the customer journey, from arrival to departure, and mapping the onstage, backstage and support processes involved in fulfilling the customer's travel needs.

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    Service Blue Print of Thomas Cook

    Uploaded by

    iSaaurabh
    224 views5 pages
    The document outlines the components of a service blueprint for Thomas Cook travel agency. A service blueprint depicts the customer experience, points of contact, and evidence of service. It includes the customer actions on the line of interaction, employee actions on the line of visibility for customer contact, and employee actions on the line of internal interaction between employees. The blueprint then provides an example layout mapping out the customer journey, from arrival to departure, and mapping the onstage, backstage and support processes involved in fulfilling the customer's travel needs.

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    39541543 Service Blue Print of Thomas Cook

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    The document outlines the components of a service blueprint for Thomas Cook travel agency. A service blueprint depicts the customer experience, points of contact, and evidence of service. It includes the customer actions on the line of interaction, employee actions on the line of visibility for customer contact, and employee actions on the line of internal interaction between employees. The blueprint then provides an example layout mapping out the customer journey, from arrival to departure, and mapping the onstage, backstage and support processes involved in fulfilling the customer's travel needs.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pptx, pdf, or txt
    224 views5 pages

    Service Blue Print of Thomas Cook

    Uploaded by

    iSaaurabh
    The document outlines the components of a service blueprint for Thomas Cook travel agency. A service blueprint depicts the customer experience, points of contact, and evidence of service. It includes the customer actions on the line of interaction, employee actions on the line of visibility for customer contact, and employee actions on the line of internal interaction between employees. The blueprint then provides an example layout mapping out the customer journey, from arrival to departure, and mapping the onstage, backstage and support processes involved in fulfilling the customer's travel needs.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pptx, pdf, or txt
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    Service Blue Print of Thomas Cook

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    3/20/13

    What is a Service Blueprint?

    A tool for simultaneously depicting the service process, the points of customer contact, and the evidence of service from the customers point of view. PROCESS SERVICE BLUEPRIN T
    3/20/13 POINT OF CONTACT PHYSICAL EVIDENCE

    Service Blueprint Components

    Customer Actions -line of interaction Onstage Contact Employee Actions -line of visibility Backstage Contact Employee Actions -line of internal interaction
    3/20/13

    Physical Evidenc e Custom er Action Line of interaction On stage contact person

    Computer Parking , , Cash Lobby & Uniforms, security Dcor, Reg. Arrival at Trip DeskPaym Agency enquiry ent.

    Vehicles Hotels, i.e. planes, Rooms. buses, trains Stay, Experienc enjoy, e relax

    Offers, Website Gambling Airport

    Experienc Discharg e e

    Receptionis Agen t t

    Guides

    Butl er

    Quality head

    Line of Visibility Back stage Contact person Line of Internal Interaction Support Process

    Ticket book Registrati on System

    Travel Agent Customers need & query Main Server

    Custome r Care

    Feedback and update process.

    3/20/13

    Thank you

    Just dont book it, THOMAS COOK it 3/20/13

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