November 2010
Beginner
280 pages
6h 49m
English
Content preview from The Secrets of Success in Marketing
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102 PART 2 It takes more than a product to succeed
Meet key service attributes
The table below shows some of the key features that
customers are looking for in a service offer.
TABLE 7.1 Key features of a service offer
Service Customer benefit
One contact point Simplifies contact and service
administration.
Nationwide resources Support available wherever the
customer is located.
Direct contact with a technical
specialist
Immediate response to problems or
queries.
Quality support to recognised
standards
Independent reassurance that
service standards are high.
Complete support solutions Support to meet all customers’
needs with consistent service ...
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