Service Encounter at Verizon Wireless
Service Script
1. Call Verizon Wireless customer service to determine whether you are eligible to upgrade my phone, tablet, or other product on you or another family member’s wireless phone line.
2. If you are eligible for an upgrade, you need find the closest location by visiting VerizonWireless.com and typing in your zip code.
3. Search online for a phone that may interest you, and read about technical details about the device and user reviews.
4. On the day that you want to go purchase the new device, make sure you have your identification, account information, and payment method so that the sales association will be able to assist you.
5. Drive to Verizon Wireless that is located on 2nd Avenue in …show more content…
A service blueprint is a graphical representation of the essential components of the service performance, both frontstage and backstage (Fisk, Grove, John, pg. 59, 2014). As a representation of the service, the blueprint walks through the steps that a service provider has to envision when a customer walks through the doors. This blueprint is from the perspective of the service provider, Verizon Wireless. It starts by showing how the first thing that happens when the customer walks through the door is that he or she will get greeted with a smile by an employee holding a tablet. Next, the customer will get asked a few questions such as his or her account and phone number, the account password, and the name on the account. After the account has been verified, there may be a wait-time for the customer to meet with a sales associate, so the customer can wander around and look at available products. This gives the employee time to glance at the account to make sure the customer is upgrade eligible. The next step in the service blueprint is for the employee to meet with the customer and discuss the available options for devices. The customer will pick whichever product fits his or her wants and needs, and the employee will go back and get it. The customer will be able to play with the product to determine whether or not it is suitable for the use he or she wants it for. If the customer likes it, the employee will take it to the checkout station to add the bill to the account and discuss possible accessories. The customer, if satisfied, will get a bill in the mail or electronically, and pay it either online, in-person, or by calling customer
Service Script
1. Call Verizon Wireless customer service to determine whether you are eligible to upgrade my phone, tablet, or other product on you or another family member’s wireless phone line.
2. If you are eligible for an upgrade, you need find the closest location by visiting VerizonWireless.com and typing in your zip code.
3. Search online for a phone that may interest you, and read about technical details about the device and user reviews.
4. On the day that you want to go purchase the new device, make sure you have your identification, account information, and payment method so that the sales association will be able to assist you.
5. Drive to Verizon Wireless that is located on 2nd Avenue in …show more content…
A service blueprint is a graphical representation of the essential components of the service performance, both frontstage and backstage (Fisk, Grove, John, pg. 59, 2014). As a representation of the service, the blueprint walks through the steps that a service provider has to envision when a customer walks through the doors. This blueprint is from the perspective of the service provider, Verizon Wireless. It starts by showing how the first thing that happens when the customer walks through the door is that he or she will get greeted with a smile by an employee holding a tablet. Next, the customer will get asked a few questions such as his or her account and phone number, the account password, and the name on the account. After the account has been verified, there may be a wait-time for the customer to meet with a sales associate, so the customer can wander around and look at available products. This gives the employee time to glance at the account to make sure the customer is upgrade eligible. The next step in the service blueprint is for the employee to meet with the customer and discuss the available options for devices. The customer will pick whichever product fits his or her wants and needs, and the employee will go back and get it. The customer will be able to play with the product to determine whether or not it is suitable for the use he or she wants it for. If the customer likes it, the employee will take it to the checkout station to add the bill to the account and discuss possible accessories. The customer, if satisfied, will get a bill in the mail or electronically, and pay it either online, in-person, or by calling customer