Final three P’s

Question 1

People

Answer 1

Training staff-this allows the staff to be informed on how to handle many situations where the customer may need their assistance and how to be polite and helpful

Question 2

People-training staff

Answer 2

This allows the staff to be well situated with how not assist the customers in a kind and helpful matter which will leave the customer happy

Question 3

Process

Answer 3

This refers to how a customer receives the service

Question 4

Physical evidence

Answer 4

This refers to what a customer sees that gives them clues about a business from the physical image it portrays

Question 5

People-monitoring staff

Answer 5

This ensures employees represent the business well and that standards are met

Question 6

People-after service

Answer 6

This ensures that a customers returns as you provide a service even after a product has been purchased, this can be something like a warranty or a email asking if the product is good and if they have any comments on it

Question 7

Process- well staffed

Answer 7

Make sure your call centres and outlets are well staffed as this reduces waiting times to receive a call and can put them off returning

Question 8

Process- live chat and FAQ services

Answer 8

This reduces the amount of customers making queries in person or by phone

Question 9

Process- use technology

Answer 9

Stuff like self checkouts will make the ordering quicker and leave the customer more happy