the 20 faces of services

Services are communicated by people who engage with us in unique, mostly brief, encounters. A mix of business and psychology, the quality standards of services vary and often hit the extremes, from excellence to utter disappointment.

From lost luggage in Beijing to a taxi driver passing through fields to make it to Kilimanjaro airport on time, Indian 5-star hotels and obsessive insistence on thorough feedback, the book engages the reader into understanding the front-line service providers, customers’ expectations of services, and the intersection when client and service provider encounter each other.

This book’s in-depth look into the “why” and “how” of services offers the reader an array of insight based on the author’s own experiences and observation, succinctly coined “the 20 faces of services”. A sliver of everyday life taken for granted – sometimes appreciated, at other times a source of aggravation. The humanity behind services is easily overlooked, but what if this human aspect disappears completely in a world that is becoming increasingly connected in the virtual realm?