Service Design: From Insight to Implementation

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Service Design is an eminently practical guide to designing services that work for people. It offers powerful insights, methods, and case studies to help you design, implement, and measure multichannel service experiences with greater impact for customers, businesses, and society.

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347 páginas impressas

Publicação original: 2013
Ano da publicação: 2013

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FIGURE 9.2
The five stages of getting back to employment provided the timeline for the Make It Work blueprint
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Reliability: the organization’s ability to perform the service dependably and accurately
Assurance: employees’ knowledge and ability to inspire trust and confidence
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Tangibles: appearance of physical facilities, equipment, personnel, and communication materials
Empathy: understanding of customers and acknowledging their needs
Responsiveness: willingness to help customers, provide prompt service, and solve problems
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