palvelupäätelmä
Palvelupäätelmä refers to a concept in Finnish service design and business that emphasizes understanding the customer's underlying needs and motivations, even those not explicitly stated. It goes beyond simply fulfilling a direct request and instead aims to anticipate and address the customer's broader goals or problems. This requires a deep understanding of the customer's context, their desired outcomes, and the potential obstacles they might face.
The core idea is to move from a transactional view of service to a relational one. Instead
Implementing palvelupäätelmä involves active listening, asking insightful questions, and employing empathy. It requires service providers to