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Service design organizes business from the customer's perspective

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Service design is a process whereby business or public service focus first on the customer, and thereafter organize to meet the customers needs in a manner that the customer understands and finds logical. No stupid rules.

Published in: Business, Education
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  • For ensuring that the service consumers understand the service, the complete & concise service specification must be phrased in their terms & wording.
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  • The accountable service provider must see it from the perspective & perception of the service consumers in the realms of the commissioning service customers.
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  • First all all, the accountable service provider must clearly & precisely identify the desired and/or required service types from the perspective & perception of the service consumers. Then, the accountable service provider must completely & concisely specify the identified service type according to the exigencies & expectations of the authorized service consumers in the realms of the commissioning service customers. s. slide deck of the lecture 'Service Offering - From Service Specifying to Service Cataloguing' - http://de.slideshare.net/PaulGHz/lecture-service-offering-from-service-specifying-to-service-cataloguing-v-010000
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  • In fact, a commissioning service customer wants that all the authorized service consumers in his realm are satisfied by realibly rendering each & every explicitly triggered by one of them explicitly to him.
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Service design organizes business from the customer's perspective

  1. 1. WE MAKE THEM TALK ABOUT YOU Service design...
  2. 2. thebrandmanual.com ...increases customer loyalty...
  3. 3. thebrandmanual.com ...strengthens your brand...
  4. 4. thebrandmanual.com ...lowers marketing costs...
  5. 5. thebrandmanual.com ...by organizing business from the customers perspective.
  6. 6. WE MAKE THEM TALK ABOUT YOU Something to think about
  7. 7. thebrandmanual.com Customers see a larger world and more choice.
  8. 8. thebrandmanual.com Customer comes in Says what she needs Chooses and pays Leaves The organization’s perspective ofcustomers
  9. 9. thebrandmanual.com A reason Remembers previous experience Asks around / surfs the net Considers her options Puts it on the backburner because it isn’t urgent Calls and asks for information anonymously Has to find to time to visit / call The drive up and parking / walk from the bus stop Customer comes in Says what she needs Chooses and pays Leaves Is in a public place with the product Unpacking Using Developing an opinion of the product or service For the customer, the journey is considerably longer.
  10. 10. thebrandmanual.com Customer wants Transaction Customer has The transaction is the obstacle in the way of customer satisfaction.
  11. 11. thebrandmanual.com The customer never buys a “thing”. He buys a solution.
  12. 12. thebrandmanual.com
  13. 13. thebrandmanual.com The difference between you and your customer: you feel the need to explain more than the customer wants to know. The customer just wants the problem solved.
  14. 14. thebrandmanual.com What you know Specialist Customer What he wants to know
  15. 15. thebrandmanual.com Tick, if you want to be an organ donor. Tick, if you don’t want to be an organ donor. In England 5% are organ donors, in Sweden 95% are.
  16. 16. thebrandmanual.com
  17. 17. thebrandmanual.com
  18. 18. WE MAKE THEM TALK ABOUT YOU Brand Manual Rotermanni 5 10111 Tallinn Estonia +372 664 5049 Brand Manual Sweden Stora Gråmunkegränd 3 S-103 15, Post box 2203 Sweden +46 (0)722 52 30 63 index@thebrandmanual.com www.thebrandmanual.com www.facebook.com/brandmanual www.brandmanual.blogspot.com

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