people mix in services marketing

People in services

“controlling men is like handling a piece of string. If u push it, it will go anywhere. If you lead it, you can make it go anywhere you want.”

ANDRAGOGY QUALITY CHECK

Influence customer perceptions.
appropriate interpersonal skills, aptititude, and service knowledge

Attracting
Retaining
Intensive training

Types of service personal
Low contact Vs. high contact
Consumer service Vs. professional service

Problems faced by service personnel:
Stress and burnout
No well defined job roles and responsibilities.
No defined working hours, breaks for relaxation.

STRESS
Deep breathing
Progressive muscle relaxation
The Relaxation Response
Dr Herbert Benson of Harvard University in 1968

Sit quietly and comfortably.
Close your eyes.
Start by relaxing the muscles of your feet and work up your body relaxing muscles.
Focus your attention on your breathing.
Breathe in deeply and then let your breath out. Count your breaths, and say the number of the breath as you let it out (this gives you something to do with your mind, helping you to avoid distraction).
Do this for ten or twenty minutes.

An even more potent alternative approach is to follow these steps, but to use relaxation imagery instead of counting breaths in step 5. Again, you can prove to yourself that this works using the biofeedback equipment.

Types of conflict in service organizations:
Individual - role conflict
Customer - employee conflict
Inter - employee conflict
Client - organization conflict
Inter - client conflict

People strategies:
Attracting the best talent
Motivating
Training
Retaining.

people mix in services marketing

by guestff0125 on Jan 10, 2008

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people mix in services marketing — Presentation Transcript