Touchpoint review
Every place a customer waits or asks: enquiry forms, email, phone notes, order updates, complaints. We read the real threads and time the gaps.
Home · Services · CX improvement
Service 03 of 05
Customer service process that holds under pressure.
Customers judge a small business on the second reply, not the first. We review the touchpoints where people wait, repeat themselves or give up — and set the responses, service levels and escalation path in writing.
What it covers
Three parts, one output.
Scripts and service levels
Response templates for the ten situations that cause most of the volume, plus a service-level table your team can actually meet.
Escalation path
A named route for the cases that must leave the front line, with the information the next person needs to take over without asking again.
In practice
Where service breaks in a small team
In teams of five to fifty, service rarely breaks because people do not care. It breaks because the same question arrives through four channels, because nobody owns the follow-up, or because a promise made on a call is not visible to the person who has to keep it.
We fix the process around those three failures: one intake, one owner, one record. Scripts are written to sound like your business — short, plain and specific — not like a call centre.
How it runs
Four stages over a short cycle.
Shadow the inbox
A week of real threads, timed, with the repeat contacts marked.
Failure mapping
Group the contacts by cause, not by channel, and rank by volume and cost.
Script and SLA build
Response templates, a service-level table and the escalation rules.
Team rehearsal
A session running the new scripts against the ten hardest real cases.
Deliverables
What leaves the engagement with you.
- Customer service handbook
- Response script library
- Service-level table
- Escalation matrix
- Contact-cause analysis
- Team rehearsal notes
Scope boundary
We do not provide legal advice on consumer rights, distance-selling rules or data protection, and we do not handle complaints on your behalf. Where a response depends on a legal position, we flag it for your adviser.
Related
Services that usually run alongside this one.
Process planning
Map how work actually moves through your business, then design the shortest reliable path.
Read the serviceInternal coordination
Give meetings, reporting and hand-overs a fixed shape so decisions stop depending on memory.
Read the serviceAdmin optimisation
Take stock of the recurring administrative work and remove the steps that only exist by habit.
Read the serviceNext step
Talk through your cx improvement.
Tell us how the work runs today. We will reply with a short view of fit and a fixed fee for a diagnostic.