There are a lot of books on how to get started, but this is the first book that describes what a ‘good’ service is, what makes a good service and why.  Meer

Bad services waste time, cost money and can even ruin lives. Why, despite advances in technology, are most services getting worse rather than better? From the author of the bestselling book Good Services, Bad Services untangles why, despite our best efforts, organisations struggle to deliver services that work This book will help you see the universal challenges we all face when delivering good services.  Meer