Service Design is the process of planning and organizing people, infrastructure, communication, and material components of a service in order to improve its quality and the interaction between the service provider and its customers. In other words, Service Design is the art of designing great experiences for the customer--thus attaining Customer Delight.

If a service is well-designed, the service will be user-friendly and relevant to the customers, while being sustainable and competitive for our organization.

There are 5 principles to great Service Design and Delivery:

1. The customer is always right--assuming the customer is right for us.
2. Don't surprise and delight customers--just delight them.
3. Great service should not require heroic efforts by us--or the customer.
4. Service Design and Delivery must be coherent across all platforms.
5. We're never done--anticipate, create, innovate, iterate, and repeat.

Additional topics discussed in this presentation include the 10 Elements of Customer Delight, Technical Excellence, Customer Experience, and Customer Experience Journey Design.

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