{"id":504,"date":"2024-08-06T16:37:46","date_gmt":"2024-08-06T14:37:46","guid":{"rendered":"https:\/\/www.onestone.be\/blog\/?p=504"},"modified":"2025-04-10T14:51:28","modified_gmt":"2025-04-10T12:51:28","slug":"wat-is-een-service-concept","status":"publish","type":"post","link":"https:\/\/www.onestone.be\/blog\/wat-is-een-service-concept\/","title":{"rendered":"Wat is een service concept?"},"content":{"rendered":"<div  class='avia-slideshow av-lxmxaua2-8fff374de481adb503c72b9bcdb4d439 avia-slideshow-featured av_slideshow avia-slide-slider  avia-builder-el-0  el_before_av_one_full  avia-builder-el-first  kj-header-blog av-slideshow-ui av-control-default av-slideshow-manual av-loop-once av-loop-manual-endless av-default-height-applied avia-slideshow-1' data-slideshow-options=\"{&quot;animation&quot;:&quot;slide&quot;,&quot;autoplay&quot;:false,&quot;loop_autoplay&quot;:&quot;once&quot;,&quot;interval&quot;:5,&quot;loop_manual&quot;:&quot;manual-endless&quot;,&quot;autoplay_stopper&quot;:false,&quot;noNavigation&quot;:false,&quot;bg_slider&quot;:false,&quot;keep_padding&quot;:false,&quot;hoverpause&quot;:false,&quot;show_slide_delay&quot;:0}\"  itemprop=\"image\" itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/ImageObject\" ><ul class='avia-slideshow-inner ' style='padding-bottom: 38.290293855744%;'><li  class='avia-slideshow-slide av-lxmxaua2-8fff374de481adb503c72b9bcdb4d439__0  av-single-slide slide-1 slide-odd'><div data-rel='slideshow-1' class='avia-slide-wrap '   ><img decoding=\"async\" fetchpriority=\"high\" class=\"wp-image-510 avia-img-lazy-loading-not-510\"  src=\"https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/09\/klant-in-koffiebar-service-concept-scaled-e1725633166726-1123x430.jpg\" width=\"1123\" height=\"430\" title='klant-in-koffiebar-service-concept' alt=''  itemprop=\"thumbnailUrl\"   \/><\/div><\/li><\/ul><\/div>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-63tsg-eca77aa64a5ac59e5f8a91095b919de0\">\n#top .flex_column.av-63tsg-eca77aa64a5ac59e5f8a91095b919de0{\nmargin-top:-70px;\n}\n.flex_column.av-63tsg-eca77aa64a5ac59e5f8a91095b919de0{\nborder-radius:10px 10px 10px 10px;\npadding:25px 25px 25px 25px;\nbackground:url(https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/06\/beeldmerk-onestone-1.svg) 100% 100% no-repeat scroll #174a60;\n}\n.responsive #top #wrap_all .flex_column.av-63tsg-eca77aa64a5ac59e5f8a91095b919de0{\nmargin-top:-70px;\n}\n<\/style>\n<div  class='flex_column av-63tsg-eca77aa64a5ac59e5f8a91095b919de0 av_one_full  avia-builder-el-1  el_after_av_slideshow  el_before_av_one_full  kj-intro-blog first flex_column_div  '     ><style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-lxmxak9p-87fd30e531672d3269aa525fa8c290e1\">\n#top .av_textblock_section.av-lxmxak9p-87fd30e531672d3269aa525fa8c290e1 .avia_textblock{\ncolor:#ffffff;\n}\n<\/style>\n<section  class='av_textblock_section av-lxmxak9p-87fd30e531672d3269aa525fa8c290e1 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock av_inherit_color'  itemprop=\"text\" ><h1>Wat is een service concept?<\/h1>\n<p class=\"p1\">Een service concept schept de juiste verwachtingen over jouw service bij zowel jouw klant als medewerker. Het geeft sturing bij de opmaak van jouw customer journey en, wanneer de klantenervaring zeer dicht aansluit bij het service-concept, zorgt het voor een spectaculaire klantentevredenheid.<!--more--><\/p>\n<\/div><\/section><\/div>\n<div  class='flex_column av-1ilgds-8212a3b2231731b097ffdd6284d6a530 av_one_full  avia-builder-el-3  el_after_av_one_full  el_before_av_one_full  first flex_column_div  column-top-margin'     ><section  class='av_textblock_section av-lxmxb4hh-c50d0d80ef3756b2d982d45d21be30b3 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><h2>Van cruciaal belang voor je klantentevredenheid<\/h2>\n<p>Organisaties hebben al snel de reflex om het customer experience gegeven in te vullen door: \u201calles doen wat de klant verwacht\u201d. Maar dat werkt natuurlijk niet. Er zijn namelijk zoveel uiteenlopende verwachtingen als dat er klanten zelf zijn.<\/p>\n<p>Als we willen inzetten op een hogere klantentevredenheid, dan moeten we keuzes maken. Waarom willen we dat een klant in de eerste plaats bij ons komt? En wat hebben wij nodig van onze klant om hem dat te bezorgen?<\/p>\n<p>Een service concept vertelt wat je precies aanbiedt \u00e9n wat je van jouw klant nodig hebt zodat hij van jouw service kan genieten.<\/p>\n<\/div><\/section><\/div>\n<div  class='flex_column av-1cuwfc-bcc7e0737f464c2a7bdd8b2dbd05aa45 av_one_full  avia-builder-el-5  el_after_av_one_full  el_before_av_one_full  first flex_column_div  column-top-margin'     ><section  class='av_textblock_section av-lxmxbwf6-dfde3aa84f24665f3c6070677a8653ad '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock kj-opsomming'  itemprop=\"text\" ><h2>Communiceer je service concept zeer duidelijk<\/h2>\n<p>Wanneer klanten niet weten wat jouw service concept precies inhoudt, frustreren we ze.<\/p>\n<blockquote>\n<p>Een klant die een sterrenservice verwacht van een fastfood-keten, zal gefrustreerd zijn dat hij aan de kassa moet bestellen en zijn drankje zelf moet vullen.<\/p>\n<p>Vice versa zal de klant die een fastfood-ervaring verwacht zich blauw ergeren aan de wachttijd en de hoge prijs van een sterrenrestaurant.<\/p>\n<\/blockquote>\n<p>Is het ene (qua klantenervaring) beter dan het andere? Absoluut niet.<\/p>\n<p>Beide types bedrijven cre\u00ebren sterke klantenervaringen. Dat lukt hen omdat ze zeer duidelijk communiceren wat hun service concept precies is en hun volledige <a href=\"https:\/\/www.onestone.be\/blog\/wat-is-het-belang-van-een-goede-customer-journey\/\">customer journey<\/a> daaraan aanpassen.<\/p>\n<\/div><\/section><\/div>\n<div class='flex_column_table av-lxmxe7oi-82783938e89de541f65effe5cb9bea6e sc-av_one_full av-equal-height-column-flextable'><div  class='flex_column av-lxmxe7oi-82783938e89de541f65effe5cb9bea6e av_one_full  avia-builder-el-7  el_after_av_one_full  el_before_av_one_full  first flex_column_table_cell av-equal-height-column av-align-middle  column-top-margin'     ><section  class='av_textblock_section av-lxmxe369-2e1fb78afb75bdf404a2aba7382529ab '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock kj-opsomming'  itemprop=\"text\" ><h2>Het geeft je medewerkers richting<\/h2>\n<p>Een sterk afgelijnd serviceconcept is niet alleen belangrijk voor je klant. Het vertelt je medewerkers wat klanten precies van hen verwachten en wat niet. Een van de voornaamste redenen waarom klanten ontevreden zijn ondanks de goede zorgen van de medewerkers, is omdat iedere medewerker zijn eigen invulling geeft aan het idee: \u201cgoede service\u201d. Dat zorgt ervoor dat klanten een inconsistente ervaring hebben.<\/p>\n<p>Een afgelijnd service concept zorgt ervoor dat iedere medewerker zeer goed weet hoe hij de gewenste ervaring kan bieden.<\/p>\n<\/div><\/section><\/div><\/div><!--close column table wrapper. Autoclose: 1 -->\n<div  class='flex_column av-13tjgo-d66d6b1fa29d5716f9449724c109b675 av_one_full  avia-builder-el-9  el_after_av_one_full  el_before_av_slideshow  first flex_column_div  column-top-margin'     ><section  class='av_textblock_section av-lxmxg7ny-89c30222af4edb7f5e90bcbc9b030eec '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock kj-opsomming'  itemprop=\"text\" ><h2>Hoe cre\u00eber je een sterk service concept?<\/h2>\n<p>Stel jezelf de volgende vragen:<\/p>\n<ul>\n<li>Waarin wil je uitblinken?<\/li>\n<li>Welke activiteit of aanbod moet je daarvoor links laten liggen?<\/li>\n<li>Welke activiteit of aanbod moet je daarvoor veel sterker in de verf zetten?<\/li>\n<\/ul>\n<\/div><\/section><\/div>\n<div  class='avia-slideshow av-1mhedc-2608c9d8fd976b9aea0d2d9a2d227f5c avia-slideshow-featured av_slideshow avia-slide-slider  avia-builder-el-11  el_after_av_one_full  el_before_av_one_third  av-slideshow-ui av-control-default av-slideshow-manual av-loop-once av-loop-manual-endless av-default-height-applied avia-slideshow-2' data-slideshow-options=\"{&quot;animation&quot;:&quot;slide&quot;,&quot;autoplay&quot;:false,&quot;loop_autoplay&quot;:&quot;once&quot;,&quot;interval&quot;:5,&quot;loop_manual&quot;:&quot;manual-endless&quot;,&quot;autoplay_stopper&quot;:false,&quot;noNavigation&quot;:false,&quot;bg_slider&quot;:false,&quot;keep_padding&quot;:false,&quot;hoverpause&quot;:false,&quot;show_slide_delay&quot;:0}\"  itemprop=\"image\" itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/ImageObject\" ><ul class='avia-slideshow-inner ' style='padding-bottom: 45.454545454545%;'><li  class='avia-slideshow-slide av-1mhedc-2608c9d8fd976b9aea0d2d9a2d227f5c__0  av-single-slide slide-1 slide-odd'><div data-rel='slideshow-2' class='avia-slide-wrap '   ><img decoding=\"async\" fetchpriority=\"high\" class=\"wp-image-238 avia-img-lazy-loading-not-238\"  src=\"https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/06\/loyauteit-gaat-in-twee-richtingen-onestone-946x430.jpeg\" width=\"946\" height=\"430\" title='loyauteit gaat in twee richtingen onestone' alt='Onestone - loyauteit gaat in twee richtingen'  itemprop=\"thumbnailUrl\"   \/><\/div><\/li><\/ul><\/div>\n<div class='flex_column_table av-1ahn5s-e15a26c13c8d4d8a60c541a508d9a6fc sc-av_one_third av-equal-height-column-flextable'>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-1ahn5s-e15a26c13c8d4d8a60c541a508d9a6fc\">\n#top .flex_column_table.av-equal-height-column-flextable.av-1ahn5s-e15a26c13c8d4d8a60c541a508d9a6fc{\nmargin-bottom:40px;\n}\n<\/style>\n<div  class='flex_column av-1ahn5s-e15a26c13c8d4d8a60c541a508d9a6fc av_one_third  avia-builder-el-12  el_after_av_slideshow  el_before_av_three_fifth  first flex_column_table_cell av-equal-height-column av-align-middle  '     ><style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-m0qtifik-497828955b3e6721fc528d70370a614a\">\n.avia-image-container.av-m0qtifik-497828955b3e6721fc528d70370a614a img.avia_image{\nbox-shadow:none;\n}\n.avia-image-container.av-m0qtifik-497828955b3e6721fc528d70370a614a .av-image-caption-overlay-center{\ncolor:#ffffff;\n}\n<\/style>\n<div  class='avia-image-container av-m0qtifik-497828955b3e6721fc528d70370a614a av-styling-circle avia-align-center  avia-builder-el-13  avia-builder-el-no-sibling '   itemprop=\"image\" itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/ImageObject\" ><div class=\"avia-image-container-inner\"><div class=\"avia-image-overlay-wrap\"><img decoding=\"async\" fetchpriority=\"high\" class='wp-image-388 avia-img-lazy-loading-not-388 avia_image ' src=\"https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/06\/onestone-customer-strategy-expert-stefani-1-300x300.jpg\" alt='' title='stephanie-t-felt'  height=\"300\" width=\"300\"  itemprop=\"thumbnailUrl\" srcset=\"https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/06\/onestone-customer-strategy-expert-stefani-1-300x300.jpg 300w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/06\/onestone-customer-strategy-expert-stefani-1-80x80.jpg 80w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/06\/onestone-customer-strategy-expert-stefani-1-36x36.jpg 36w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/06\/onestone-customer-strategy-expert-stefani-1-180x180.jpg 180w, https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/06\/onestone-customer-strategy-expert-stefani-1.jpg 377w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/div><\/div><\/div><\/div>\n<div class='av-flex-placeholder'><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-3r7o8-87be687b9cdc1c33c34efb491fbe16ab\">\n#top .flex_column_table.av-equal-height-column-flextable.av-3r7o8-87be687b9cdc1c33c34efb491fbe16ab{\nmargin-bottom:40px;\n}\n<\/style>\n<div  class='flex_column av-3r7o8-87be687b9cdc1c33c34efb491fbe16ab av_three_fifth  avia-builder-el-14  el_after_av_one_third  el_before_av_one_full  flex_column_table_cell av-equal-height-column av-align-middle  '     ><section  class='av_textblock_section av-m0qtjqge-442b0ad95da1f5bfcb4c9e9d14eba30d '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><blockquote>\n<p>Geschreven door <a href=\"https:\/\/www.onestone.be\/team\/stephanie-felt\/\">St\u00e9phanie \u2019t Felt<\/a><br \/>\nCustomer Strategy Expert @Onestone<\/p>\n<\/blockquote>\n<p>U wilt dat uw teams tot het uiterste gaan. Want alleen met top box tevredenheidsscores haalt u rendement uit uw klantenrelaties. Ik daag uw medewerkers uit en zorg ervoor dat ook zij de lat hoog leggen. En ik help ze graag als dat even niet lukt.<\/p>\n<\/div><\/section><\/div><\/div><!--close column table wrapper. Autoclose: 1 -->\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-yp9ds-240b37c75de872791537133048af3ce1\">\n.flex_column.av-yp9ds-240b37c75de872791537133048af3ce1{\nborder-radius:10px 10px 10px 10px;\npadding:35px 25px 15px 25px;\nbackground:url(https:\/\/www.onestone.be\/blog\/wp-content\/uploads\/2024\/06\/beeldmerk-onestone-wit-2.svg) 100% 0% no-repeat scroll #d84d0c;\n}\n<\/style>\n<div  class='flex_column av-yp9ds-240b37c75de872791537133048af3ce1 av_one_full  avia-builder-el-16  el_after_av_three_fifth  avia-builder-el-last  first flex_column_div avia-full-stretch  '     ><style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-t7n6o-74ca1c02040178abf9f146be90197191\">\n#top .av_textblock_section.av-t7n6o-74ca1c02040178abf9f146be90197191 .avia_textblock{\ncolor:#ffffff;\n}\n<\/style>\n<section  class='av_textblock_section av-t7n6o-74ca1c02040178abf9f146be90197191 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock av_inherit_color'  itemprop=\"text\" ><h3 style=\"text-align: center;\">Op de hoogte blijven?<\/h3>\n<p style=\"text-align: center;\">Benieuwd naar meer artikelen, expertinzichten of updates van Onestone<\/p>\n<p style=\"text-align: center;\">Volg ons dan op Social Media.<\/p>\n<\/div><\/section><br \/>\n<div  class='avia-buttonrow-wrap av-nh7uw-63e08dc66454f9a4459715e0951d20fa avia-buttonrow-center  avia-builder-el-18  el_after_av_textblock  avia-builder-el-last '>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-gexjc-1be5b0d4d7ee7e07be7ccc7e58fdaa1c\">\n#top #wrap_all .avia-button.av-gexjc-1be5b0d4d7ee7e07be7ccc7e58fdaa1c{\nfont-size:18px;\nborder-radius:25px 25px 25px 25px;\nbox-shadow:none;\ntransition:all 0.4s ease-in-out;\npadding:10px 13px 10px 13px;\nmargin-bottom:30px;\nmargin-right:15px;\nmargin-left:15px;\n}\n#top #wrap_all .avia-button.av-gexjc-1be5b0d4d7ee7e07be7ccc7e58fdaa1c:hover .avia_button_background{\nborder-radius:25px 25px 25px 25px;\n}\n<\/style>\n<a href='https:\/\/www.linkedin.com\/company\/one-stone-nv\/'  class='avia-button av-gexjc-1be5b0d4d7ee7e07be7ccc7e58fdaa1c avia-icon_select-yes-left-icon avia-size-small av-button-notext avia-color-light'  target=\"_blank\"  rel=\"noopener noreferrer\"  ><span class='avia_button_icon avia_button_icon_left avia-iconfont avia-font-entypo-fontello' data-av_icon='\ue8fc' data-av_iconfont='entypo-fontello' ><\/span><span class='avia_iconbox_title' ><\/span><\/a>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-99yrk-de74fecf3dc445e17d1878f67587f329\">\n#top #wrap_all .avia-button.av-99yrk-de74fecf3dc445e17d1878f67587f329{\nfont-size:18px;\nborder-radius:25px 25px 25px 25px;\nbox-shadow:none;\ntransition:all 0.4s ease-in-out;\npadding:10px 13px 10px 13px;\nmargin-bottom:30px;\nmargin-right:15px;\nmargin-left:15px;\n}\n#top #wrap_all .avia-button.av-99yrk-de74fecf3dc445e17d1878f67587f329:hover .avia_button_background{\nborder-radius:25px 25px 25px 25px;\n}\n<\/style>\n<a href='https:\/\/twitter.com\/Onestone_says'  class='avia-button av-99yrk-de74fecf3dc445e17d1878f67587f329 avia-icon_select-yes-left-icon avia-size-small av-button-notext avia-color-light'  target=\"_blank\"  rel=\"noopener noreferrer\"  ><span class='avia_button_icon avia_button_icon_left avia-iconfont avia-font-entypo-fontello' data-av_icon='\ue932' data-av_iconfont='entypo-fontello' ><\/span><span class='avia_iconbox_title' ><\/span><\/a>\n<\/div><\/p><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Als je een goede ervaring wil bieden, moet je een goed service concept hebben. Maar wat is dat eigenlijk? En hoe stel je het op?<\/p>\n","protected":false},"author":23,"featured_media":510,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[14,13,12],"class_list":["post-504","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-strategie","tag-customer-journey","tag-klanttevredenheid","tag-service-concept"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Wat is een service concept? Verhoog de klanttevredenheid<\/title>\n<meta name=\"description\" content=\"Een service concept schept de juiste verwachtingen over service bij zowel jouw klant als medewerker. 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