People-Process-Physical evidence

  • Created by: finleyyy
  • Created on: 30-01-20 10:11

Contact employees- have direct contact wiht consumers. They're importnat because they can have both positive and negative effects on customer satisfaction.

To ensure effective contact employees-

  • Recruit workers with a supportive attitude towards customers
  • Use motivational techniqiues to ensure employees behave in a positive manner towards customers
  • Provide training to ensure high quality of service
  • Emphasise to employees the importance of after sales servuce thereby creatin goodwill…


No comments have yet been made