Chapter 5. Delivering Great Service

Delivery is the area where the reputation of a service provider is made or unmade. Many suppliers can sell you a service; the proof of the pudding is in the delivery. This chapter develops and explains the physical functions – the processes and technology – within the delivery environment, and how they produce robust and reliable services.

One of the most important attributes of great service is that it delivers invisible excellence – you don’t even think about the service you are receiving. Remember our story about going from London to Tokyo? Throughout the day many services were experienced, such as using a taxi, an ATM, check-in at the airport, the hotel’s email and telephone. All the services were experienced ...

Get Living Service: How to Deliver the Service of the Future Today now with the O’Reilly learning platform.

O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.