Question

Services Marketing

Which are the different stages of the service encounter and discuss the key considerations for the design of the entire service experience, for the consumer. Demonstrate your answer with examples.

Answer 1

First of all I would like to thanks for asking this wonderful question.

This is one of the most important process which a consumer always follow while taking any services or purchase any products from the resources .Now I would like to tell you on the different stages of the service encounter which a consumer always are as follows :

Pre-purchase stage:

In this stage the customer always check the products from different channels as they can compare their product with other means if someone want to take any product, they always compare with others than they will take any decisions .Individuals always have expectation while choosing any product and they will always choose low risk products as their decision cannot go wrong. We can also say that if someone chooses colleges for study they will not take high risk while choosing any college and if someone has to buy any food items they shall purchase without checking any risks.

Service encounter stage:

This will be the second stage of this process as in this process the customer finalized their products to buy it or giving go-ahead to finalize the deal . This is one of the most important stage as in this stage we have to interact with the customers directly as we should always have the positive attitude while interacting with any customers .This is the most important stage as in this stage we have to explain the product directly with the customers which we are selling in detail as we will not lose any customer. If any customer have confirmed the order online it’s our duty to be in touch with them on continuous basis for taking feedback of every stage .We should offer a good deal to the customers as this can be helpful for them

Post purchase stage:

This is the final stage of the process as in this process the customer will start using the product which they have purchased .This is one of the critical stage which should be done carefully .We should always in a habit to take continuous feedback from the customers whether the product is as per their expectation or not. This also gives a positive attitude towards the customers .This also results in gaining the customer’s faith and it can results to become a loyal service provider for the same customer.

At last but not the least I want to say that these are some stages of service encounter.