the 3 p's Flashcards
what are the 3 p’s
people process and physical evidence
people-train staff well to deal with customers effectively
The enables staff to be informed of the expectations of the business when dealing with customers such as being polite and helpful
people-Regularly update staff on product/service developments
This ensures staff appears knowledgeable and can assist customers
people-Ensure selection methods
This ensures the people employed are suitable to represent the business and its values
people-Monitor staff e.g. by recording customer service calls or sending mystery shoppers.
This ensures employees are representing the business appropriately and standards are maintained
people-Provide an effective after-sales service. Includes having helpful and friendly staff who make sure the customer stays satisfied with their purchase.
Effective after sales can ensure the customer returns to the business
A good experience during the life of the product will also ensure the business is the first port of call when it comes to burying a new product
process-Ensure that outlets and call centres are well staffed
this avoids customers having to queue for too long, which can put them off returning
process-Offer ‘live chat’ or FAQ services on the business’s website.
This reduces the number of customers making queries either on the phone or in person
process-Empower customer-facing staff to make decisions.
This avoids further waiting as problems or queries do not need to be passed on to management
process-Regularly assess processes such as queues or ordering times.
This helps the business understand where problems lie and allows them to be addressed.
serpentine (zig zag) queues can be introduced to speed up waiting hrs
process-Introduce the latest technologies to improve processes.
Tech is generally faster than humans and will speed up processes
physical evidence-Premise and vehicles should be modern and clean
This ensures that customers’ opinion of the business isn’t ruined by old-fashioned or dirty shops, reception areas or delivery vans.
physical evidence-Settings should convey the type of ambience to match the product or service offers
This ensures that customers feel that their needs are recognised even before they purchase a good or service, e.g. the stylish and relaxing setting of an upmarket hair salon compared to the fun and colourful setting of a theme park.
physical evidence-Feedback and testimonials from previous customers should be promoted
This provides reference materials for new customers which is especially important when purchasing a service as it can’t be tried beforehand.
physical evidence-The layout and design of websites should be carefully considered
The website should convey to the customer the type of business it is. Careful consideration should be given to colour schemes, fonts and images. If they reflect the business well the website will appeal to the target market.
