1. For the company your team has selected, identify:
· the 3 elements of the service-product bundle
· the cell they operate in on the service matrix
The 3 elements of the service-product bundle are tangible goods, intangible goods, and physical goods. These 3 elements are also know as explicit goods, implicit goods, facilitating goods. In the case of Verizon Wireless these 3 elements come into play. The first of the 3 is explicit goods. In the case of cell phone companies the explicit or tangible good would be the customer hoping that the service they receive is accurate and the person helping them in knowledgeable about their questions or products. The facilitating goods are going to be the Verizon stores, the company and its customer service hotlines, even the employees themselves. Also in the category of the facilitating goods is the cell phone. Verizon is a cell phone company that is only as good as the phones that they use. The implicit services will include how the customer was greeted when they walked into the store and how they felt about the interaction, how helpful and pleasant was this customers visit to the store and even customers getting exciting getting their new phones , which may have just have came out that day and is the new “must have” cell phone. All these services bundled together make Verizon the company that it is.
The cell that Verizon operates in the provider-routed service. Picking a cell phone and its plan , a consumer has a certain amount of control of what he or she wants in that certain cell phone plan and phone. In any one plan , a customer can get the data option for internet, texting options, email options, how many minutes they want to use, how many texts and data do they plan on using, pictures messaging , insurance on the phone, family plans , single plans, and these days even certain applications that your plan can come with such as tv, radio, even ringtones and ring backs. A consumer of Verizon wireless can pick any number of these options, but in the end Verizon decides how the service will be carried out. Yes consumers can pick all these options , but in the end Verizon will tell you when your weekend minutes start, when your “ free night time calling” will start, and when their service is down, no mat ter what your phone has , it still will not work for calls or anything
some types of customer contact they encounter and how they respond to it. Do they use self service? Do they use technology? Do they use focused operations? How do they support employees?
Verizon , for the most part, encounter permeable customer contact. Meetings with customers and representatives from Verizon are usually done face to face or via telephone. Verizon takes these face o face meetings and tries to assist the customer in any which way they can. Even on the telephone, Verizon has a automated system that helps customers with whatever question or concern they may have. Verizon also has self service online. Online , a user can pick the phone he or she wants as well as the plan that best suits their needs. Also, Verizon allows users to pay their bills online and adjust their plans online, without the help of any Verizon personal. Technology is used because instead of sending a bill via mail, customers can go online and go paperless. This new paperless movement helps Verizon become more of a green company and allows the user to pay the bill on the spot.
What types of service recovery and guarantees do they offer?
Like all consumer services, Verizon has a service recovery. If I get a phone and for some reason the phone doesn’t work or the service is faulty, Verizon will replace the phone for free, as long as the damage done to the phone was not self inflicted. Verizon associates will make sure that every customer is satisfied with their experience using Verizon. Another example is data recovery. If a person loses a phone , Verizon has a feature that stores all of that phones date onto Verizon data base. Pictures, texts messages, emails, documents, whatever may have been on that lost phone, Verizon can recover for the customer. Their newest service recovery is an alarm on cell phones. When a cell phone is lost or stolen, Verizon can send a message to that phone that will activate an alarm until that phone is returned to a Verizon store for proper inspection and de activation. A personal example of service recovery by Verizon was shown to myself a month ago. My data plan hadn’t been working for a week. When I called Verizon, they not only fixed the problem, but took off a fee from the data plan.
Verizon guarantee is that they have the best coverage and 3g network around. Now, there is no promise that if it is not the best, Verizon will reimburse the customers. But, they do have what they call a return period for cell phones. If you are not completely satisfied with the phone you purchased, Verizon has a one month period where said phone could be returned for a new one.
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