People Physical Environemt And Process Flashcards
1
Q
What is people
A
Those providing service, skills knowledge, attitude,appearance, engagement, number of people
2
Q
What are effective people like
A
Recruit right workers
Motivate workers
Train workers
Encourage focus on after sales
3
Q
What is process
A
The customers expertience when buying the product
- waiting times, online, telephone
- engagement from staff
- convenience, opening hours, payment, delivery
4
Q
What is an effective process
A
- enquiries dealt with quickly
- train workers to provide better service
- less waiting time
- Enhance experience of queuing
- communicate effectively
5
Q
What is physical environment
A
Where the goods/services are produced/sold
- practicality,design,accessibility, aesthetics
6
Q
What is effective physical environment
A
- layout
- reception
- uniform
- website
- brochures, letterheads, equipment
7
Q
A
A
