Improving Customer Service - Mind Mapping 

 Challenge 

 My organization has appointed me to be part of a team who are responsible for transforming customer   service experience . It has been reported that over a period of time , the organization is unable to deliver   and live up to the expectations of the customers . This is heading to great a setback for the organization ’s   reputation , customer retention and eventually profitability . The aim of the project is to understand the   pain points of customers , identify the gaps with regards to customer service and have a holistic view of   the situation . We need to propose and develop solution within the given period of time 3 months along   with limited resources , IT team . We need to consider not only the given constraints ( time and resources )   but also accommodate other stakeholders ’ needs and requirements . 

 Selection 

 For resolving the current situation and proposing a solution , the team has decided to opt for “ Mind   Mapping ” tool . We need to involve internal and external stakeholders to understand their need and unveil   the issues they are facing in order to generate and redefine a process which is according to their need . 

 Application 

 For the application of Mind Mapping tool , we organized number of focus group feedback session   belonging to various customer service department . Our aim behind conducting such session was to note   down the problems and issues the employees were facing which resulted as a failure of a good customer   service . Also , we visited number of branches of our organization in order to interact with the customers   and know their pain points . We made sure we have clear idea and perspective from both ends . It was vital   to know the opinion and feedback of all the stakeholders before designing and testing new solutions . 

 In the feedback sessions group / individual , we developed a set of questionnaire which included such as   describe which service takes most of the time , which part of the day or which week or month always seem   to be very busy , how informed the employees / customers are about the services , which service requires   system upgrade , in their own opinion how certain issues should be handled by organization management .   Our team made the record of these session and collated all the feedback provided by each individual . It   was significant to observe all these details and communicate the same with the IT team on how to develop   and re - design the existing process if need to eliminate the issues . 

 Insight 

 By the implementation of this tool we were able to identify and have a broader image of the problems   encountered not only by our customer but also employees . We were aware that few systems were both   obsolete and outdated and some of them were required to be built from scratch . Some processes should   be redesigned , trainings to be organized for the employees with regards to delivering few services   effectively , educating and creating awareness amongst customers as well . 

 Our next step was to start working with IT team and higher management to design and deploy the new   solutions . We knew this will require an agile approach considering the given time and resources . We also   ensure to monitor , test and track all the new solutions with the time and make iterations accordingly . 

 Approach 

 Since the aim was to improve customer service , it was essential to involve and hear out the feedback of   the stakeholders ; therefore Mind Mapping was the best tool . We may also include learning tool , as we   will be monitoring customers and employees ’ behavior to new changes this will provide us with quality   and quantity data which can be used to discover new solutions for achieving best customer service 


EMAIL: 
ID_NUM: 
NAME_STUDENT: 
PHONE_NUM: 
STREET_ADDRESS: 
URL_PERSONAL: 
USERNAME: 

### Task: You are a PII (Personal Identity Information) Detection. Given a essays written by students, you have to identify ONLY the following:
NAME_STUDENT - The full or partial name of a student that is not necessarily the author of the essay. This excludes instructors, authors, and other person names.
EMAIL - A student’s email address.
USERNAME - A student's username on any platform.
ID_NUM - A number or sequence of characters that could be used to identify a student, such as a student ID or a social security number.
PHONE_NUM - A phone number associated with a student.
URL_PERSONAL - A URL that might be used to identify a student.
STREET_ADDRESS - A full or partial street address that is associated with the student, such as their home address.
### Input: Improving Customer Service - Mind Mapping 

 Challenge 

 My organization has appointed me to be part of a team who are responsible for transforming customer   service experience . It has been reported that over a period of time , the organization is unable to deliver   and live up to the expectations of the customers . This is heading to great a setback for the organization ’s   reputation , customer retention and eventually profitability . The aim of the project is to understand the   pain points of customers , identify the gaps with regards to customer service and have a holistic view of   the situation . We need to propose and develop solution within the given period of time 3 months along   with limited resources , IT team . We need to consider not only the given constraints ( time and resources )   but also accommodate other stakeholders ’ needs and requirements . 

 Selection 

 For resolving the current situation and proposing a solution , the team has decided to opt for “ Mind   Mapping ” tool . We need to involve internal and external stakeholders to understand their need and unveil   the issues they are facing in order to generate and redefine a process which is according to their need . 

 Application 

 For the application of Mind Mapping tool , we organized number of focus group feedback session   belonging to various customer service department . Our aim behind conducting such session was to note   down the problems and issues the employees were facing which resulted as a failure of a good customer   service . Also , we visited number of branches of our organization in order to interact with the customers   and know their pain points . We made sure we have clear idea and perspective from both ends . It was vital   to know the opinion and feedback of all the stakeholders before designing and testing new solutions . 

 In the feedback sessions group / individual , we developed a set of questionnaire which included such as   describe which service takes most of the time , which part of the day or which week or month always seem   to be very busy , how informed the employees / customers are about the services , which service requires   system upgrade , in their own opinion how certain issues should be handled by organization management .   Our team made the record of these session and collated all the feedback provided by each individual . It   was significant to observe all these details and communicate the same with the IT team on how to develop   and re - design the existing process if need to eliminate the issues . 

 Insight 

 By the implementation of this tool we were able to identify and have a broader image of the problems   encountered not only by our customer but also employees . We were aware that few systems were both   obsolete and outdated and some of them were required to be built from scratch . Some processes should   be redesigned , trainings to be organized for the employees with regards to delivering few services   effectively , educating and creating awareness amongst customers as well . 

 Our next step was to start working with IT team and higher management to design and deploy the new   solutions . We knew this will require an agile approach considering the given time and resources . We also   ensure to monitor , test and track all the new solutions with the time and make iterations accordingly . 

 Approach 

 Since the aim was to improve customer service , it was essential to involve and hear out the feedback of   the stakeholders ; therefore Mind Mapping was the best tool . We may also include learning tool , as we   will be monitoring customers and employees ’ behavior to new changes this will provide us with quality   and quantity data which can be used to discover new solutions for achieving best customer service
### Output: 