Services marketing-a blueprint for success assignment

The During Phase: A planning, scheduling and information session with a Customer Service Representative (CARS) who will assist in the service delivery process This phase incorporates a question and answer process with resolution by addressing concerns ND issues This can be a speedy process as a result of internet and computer capabilities This phase has added obsolesce to frontline staff making many baseline staff The After or Final Phase continues to involve interactions, relationships, exchanges and communications, but not to the degree one sees in the second phase.

The After Phase: A CARS should follow up to ascertain if the process was expeditiously executed This phase is limited as the purchase is finalized A CARS supervisor may do well to maintain customer longevity and satisfaction A Blueprint of the Service Delivery Process at Southwest Airlines and Customer Service Contacts with Frontline Staff during Purchase Options TABLE I Source: Julian Deal Who’s on First?