Posts in category: Service

Continuum of customer service care factor

Continuum of customer service care factor

Disinterest: I don’t care about what you need. I’ll help you if I want to and when I am ready. Customers are an annoyance. Self Interest: How much money can I make off you? Customers exist to enable my success. They should be so lucky to have me serve them. Balance:...

Empathy in customer service

Expressing genuine concern and empathy for the customer’s predicament helps. It does not take much to say “That sounds really unpleasant. I’m sorry you had to experience that.” When we express empathy, most people’s gut reaction (at least...
Hidden true value

Hidden true value

The value we can offer our clients can be divided into two parts. The part above the ground is the visible part – this is our marketing – what we tell the world we do. This part is tailored to the context of our target audience. It is also our...

The big picture in service design

“[In service design] the only one to see the big picture is the client.” said John Holager, Senior Service Designer, live|work at the Innovation and Service Design conference, 29 Jan 2010, Malmö, Sweden. This is a wonderfully simple and revelatory observation that...

If we value people, they will value our service

“If society values customers and employees, service will be valued.” says Eva-Karin Anderman, head of research, Almega. She said this in response to a question from the floor on how government and other agencies can introduce policies or mandates to encourage society...

Two aspects of service design

Service design has two aspects: technical execution and relationship building. Technical execution is about making the mechanical bits work. For example: the aircraft takes off and lands without unnecessarily killing anyone on board. Relationship building is making...
Customer participation

Customer participation

Penguin has a series of books with blank white covers. You can design your own covers. Express yourself. Turn one into a unique gift and so forth. Some customers will enjoy this level of customisation and participation. So how can you adapt this to your business? Many...

Another take on the attention economy

Perhaps it is not so much an attention economy (where generating attention is the new currency), but rather an attention-starved economy. Attention-starved as in: “I want someone to pay me attention and I am prepared to pay for it!” A service business is...