Chapter 8: Customer Roles in Service Delivery Everyone has a part to play in a s
ID: 370812 • Letter: C
Question
Chapter 8: Customer Roles in Service Delivery
Everyone has a part to play in a service encounter. A person’s role in a service encounter is a set of behavior patterns to be performed by the players to achieve the goals of the encounter effectively and efficiently. Very often, we expect service providers to play their role well, in order for us to have a satisfactory service encounter. Customers are also required to play their parts well, to facilitate a smooth delivery of the service.
An education and financial advisory services require a moderate or high level of customer participation:
1. How important is the customer to the service delivery process? Can the service be delivered without actions or behaviors on the part of the customer?
Explanation / Answer
Customers are the key things in the customer service department and they are the ultimate kings which can be better served all the time with high level of integrity and professionalism. Employee deputed in customer service department are the highly skilled and professional who dealt with the customer with their high level of customer service ability.
But things will not work out if the customer participation is not there in equal way. Customer too needs to follow the protocol and guidelines so that it will be easy for the customer service employee to work for their cause. A rude and bad customer can impact the entire customer service process, hence the customer participation is required.