servuction: the process of service creation
pulls the heat on the central coast of the Pacific coast of the Mediterranean coast. People from all over the country throng the Levante beach. In hotels, bars, playgrounds, arcades ... every minute there are thousands of transactions where the property acquired is the service associated with pure or other tangible property. Today we will servuction.
Using the same pattern as a previous article, a cafeteria, try to explain how to create a service and the importance of this process in the perceived value by consumers.
The first element servuction system is the pursuit of customer satisfaction. Thus, there must be a need to motivate consumers to cover it with a service. ("We need a place to drink coffee and talk ').
The second element is the hardware. This must be consistent with the expected quality of service provided. ("Let us here, that looks good ").
The third and most important is the contact or frontline staff. Of their education, training, presence, warmth, willingness and ability to care depends largely on the success of the process. ("Good afternoon gentlemen. Are they comfortable or want a quieter?").
The last three items are the domestic service ("It is a wonder how they cope with all this local '); the competitors, that is, controlling the environment is vital to creating competitive advantages (" This coffee shop is unique the traditional system Italian gives a delicious taste of coffee ... ") and the design and innovation: the consumer is restless and likes to enjoy news. ("I love the decor).
Remember that the customer does not see the servuction. However, it is the protagonist of a process that occurs in just a moment, not seen, but is perceived. Work quality of service, will ensure success and customer loyalty.
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