BUS129 Introductory Marketing

EXERCISE: service strategies

You have been sitting in the waiting room at your mechanic’s shop for more than one
hour. Knowing that products are different from services, how can the service provider
improve the overall customer’s experience during this time?
Consider the following questions:
Question Team response

CONTRIBUTING GROUP MEMBERS:

Be fully aware of the customer's needs.

Build trust with customers.

How can the shop overcome problems

associated with tangibility?

How can the shop overcome problems

associated with separability?

How can the shop overcome problems

associated with heterogeneity?

How can the shop overcome problems

associated with perishability?
 Question Team response

What do you consider the MOST IMPORTANT

action that the shop manager can take to
improve the overall service delivery
experience?