Chapter 8: Customer Roles in Service Delivery Everyone has a part to play in a s
ID: 370814 • 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 would you describe your level of participation (low/medium/high) as the service provider?
Explanation / Answer
I am having a high level of customer service record at my work place. By saying high I must explained the reason in support of the answer as I was evaluated on various parameter internally by my organization and also on the basis of the customer feedback
Internal feedback along with customer feedback:
So among various parameters I was rated highest on the above which was liked by customer, so I can say I have high participation in my work