Customer encounter is most important factor for service marketing when customer come to you and demand any service from you that moment is actually called customer encounter position. That is actually depending on those employees who are providing service that time that place.
For example when anyone who need a service entered your organization that provide service like hotel,
When he enter hotel who are provide service there fast encounter face there those employee who are provide that service,
After that the receptionist then room boy then other service provider like food delivery, all time before left the customer.
So we can easily say that all the processes and flow that are comes into service encounter.
Customer counter are three types:
1. Remote encounter
2. Telephone encounter
3. Face to face encounter
Remote encounter: when any customers face to face any technology that time called remote counter. I.e. that ATM booth. ATM booth represents the bank image of that particular service provider Bank who is providing their serve using ATM booth.
Telephone encounter: Telephone encounter refer that service which is covered by using telephone I.e. that Call center. Call encounter service represents the organization image of that particular service provider organization that is providing their serve using via call center.
Face to face service encounter: This encounter are facing all the service organization. When any employees face to face provide any service any customer that time called face to face encounter. I.e. that a restaurant boy, who is providing service there customer face to face.
So , we can say that A service encounter is most important for an organization who really fell that customer satisfaction is most important for their organization they must highly ware about positioning, reliability, assurance, empathy& tangibility they must care when they provide service.
For example when anyone who need a service entered your organization that provide service like hotel,
When he enter hotel who are provide service there fast encounter face there those employee who are provide that service,
After that the receptionist then room boy then other service provider like food delivery, all time before left the customer.
So we can easily say that all the processes and flow that are comes into service encounter.
1. Remote encounter
2. Telephone encounter
3. Face to face encounter
Remote encounter: when any customers face to face any technology that time called remote counter. I.e. that ATM booth. ATM booth represents the bank image of that particular service provider Bank who is providing their serve using ATM booth.
Telephone encounter: Telephone encounter refer that service which is covered by using telephone I.e. that Call center. Call encounter service represents the organization image of that particular service provider organization that is providing their serve using via call center.
Face to face service encounter: This encounter are facing all the service organization. When any employees face to face provide any service any customer that time called face to face encounter. I.e. that a restaurant boy, who is providing service there customer face to face.
So , we can say that A service encounter is most important for an organization who really fell that customer satisfaction is most important for their organization they must highly ware about positioning, reliability, assurance, empathy& tangibility they must care when they provide service.
Do you subscribe to any other websites about this? I'm struggling to find other reputable sources like yourself
ReplyDeleteAmela
Customer Counter