Topsail Group, LLC


Topsail Group can help improve the overall effectiveness of your company’s customer service activities by using our “Topsail Customer Service Blueprinting”. It is an integrated and comprehensive approach to take stock of your current customer service activities and then improve upon them.

Essentially, Topsail Group’s Blueprinting will allow your company to understand your customers’ needs and wants by putting yourself in their shoes to find out what is working and what needs to be fixed.

Customer Service Blueprints = Roadmaps

  • Customer actions
  • Onstage/visible contact employee actions (face-to-face)
  • Backstage/visible contact employee actions (non-visible, like telephone calls)
  • Support process (functions crucial to service process)
  • Physical evidence (tangibles customers are exposed to during contact with company)

Case Histories

Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.Peter Drucker