Service Marketing Essay
1- Customer talk to the secretary about what he/ she needs. Example is asking to buy a flat.
a. Physical evidence: would be the place of receptionist and the tone of receptionist.
b. Contact person (visible actions): greets with the customer and asks about what he/ she wants and refer to the appropriate section
c. Contact person (invisible action): checks which agent is available according to customer’s need
2- The agent on the specific section asks for the customer’s exact need and monetary ability and makes some suggestions.
a. Physical evidence: the staff, furnishing and decor, customer and staff situation compared to each other and IT facilities appearance.
b. Contact person (visible action): greets and talks to the customer to find out the exact needs and abilities.
c. Contact person (invisible action): write them down and search it on the system.
d. Support process: maintain IT software and hardware systems.
3- The customer selects some of them that is more appropriate and asks to visit them.
a. Physical evidence: listing of the properties and if possible some pictures of them
b. Contact person (visible action): explaining the specifications and situations of each property in detail.
c. Contact person (invisible): contacting