Managing the Service Environment

Descrição

Descrição:

This course begins with an interesting introduction part which explains how a small element of the environment such as bad ‘odour’ could impact the customer as well as the business negatively.  This course covers the following points:-

What is meant by Service Environment

Roles of the Servicescape

Characteristics of Good Service Environment Design

Types of Spatial Layouts & Functionality

Colors as an Element of Servicescape

Apart from these there are couple of real life scenarios which can be applied in our day to day business. It also list the tips for Servicescape to Affect Customer’s Experience.

The ‘Service Environment’ includes all aspects of the organization’s physical facility or tangible aspects. It is also known as ‘Servicescape’. It includes other tangible aspects of tangible communication. ‘Service Environment’ is also used for measuring the services provided and the service experience of the consumers. Servicescape is often used as a positioning tool for service organizations.

A good servicescape design should always drive more sales by being aware of the latest technologies, advancements, competitor services, changing buyer mentality, etc. Another equally important aspect of the role of servicescape is to constantly focus on the needs and expectations of the customer from the service environment to gain the buyer’s trust and build long-term relationships with customers. A good servicescape design should look beyond the task of just selling services and try to establish long-term brand image and relationships with customers. This will develop a lifetime value for brand as well its services.