Banking products cannot be separated from the person who markets them. The product and the seller together constitute a banking product. In designing this product. The same degree of care and attention needs to be paid to both the product and the seller. The most impressive and well conceived product could fall if it not implemented successfully through people .the corporate mission must be communicated repeatedly and effectively by the top management to all employees.
Services are performed by people. A service is performed that is, service is delivery is done, by a person belonging to the service organization. There is an interaction between that person and the customer. The nature of this interaction deicide hoe satisfactory the service is, in the mind of the customer. Even if all the other elements constituting the service product function consistently, and with high perfection, there is dissatisfaction when the people elements fail.
Technology, equipment, system etc. cannot strengthen these weak points. They may help to eliminates some of the weak points but other weak point will remain. Several hotels have introduced special categories of service, like crone plaza, of the holiday inn, for what they call premium segments. This includes provision of sleepers, house coats, weighing machines etc. during stay as well as free use of heath club and business centre services. The higher level of service will be experience by the user who pays more, only when the people in the hotel recognized them as belonging to that higher class. Deserving special consideration. Assume for a movement that one of the attendance in the health club is unaware of the full details of the offer of the hotels and keep the customer waiting till he get confirmation of his entitlement from the manager or holds him back till his status as a guest is verified. There will be problems.
Technology, equipment, systems etc. cannot substitute for the intimate recognisation that a personal contact may provide. A fully computerized report from a diagnostic centre on one’s health condition does not satisfy fully. When a doctor reads it out and explains, there is better satisfaction.
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