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Writer's pictureAndrew J Calvert

The best things I learned in training: The Three Dimensions of Service

When you are interacting with a client every interaction takes place within the 3 dimensions of service

The Business dimension

The Human dimension

The Hidden dimension

Capabilities in the business dimension help you meet a customer's need, like buying a product or getting information. These are the reason you are in business if you can't meet the customers business need, go home, you've failed.


Skills in the human dimension help you see and interact with the client on a social/emotional level i.e. meeting them as a human. This can be as simple as a friendly hello or as challenging as trying to de-escalate an angry client. These skills can help you turn an angry client into a more loyal client


All aspects of the hidden dimension are invisible to customers. This dimension

includes all the policies and procedures, legal requirements the resources your organization gives you to do perform your role and meet your clients' needs. NB Your clients don't care a damn about your policy or procedures - they are the framework you operate in.


  • Focus too much on business you get examples like Wells Fargo and their fake account scandal

  • Over emphasize the human you get rave reviews but profitability is a struggle and

  • Underscore the hidden dimension and you get an internally focused bureaucratic organization that frustrates clients and employees alike


So as you plan your CX strategy or your employee development goals, how do the three dimensions figure in and where can they lift the performance of your organization?



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