Everyone has a part to play in a service encounter. A person’s role in a service

Question

Everyone has a part to play in a service encounter. A person’s role in a service encounter is a set of behavior patterns to be performed by the players to achieve the goals of the encounter effectively and efficiently. Very often, we expect service providers to play their role well, in order for us to have a satisfactory service encounter. Customers are also required to play their parts well, to facilitate a smooth delivery of the service.

An education and financial advisory services require a moderate or high level of customer participation:

1. How did you learn your “role”?

Explanation / Answer

In education and finance related issues customer participation is equally important inorder to have a good service encounter. As a customer we must be interested in the information being given to us and only then we can understand the importanceof the information or the service. Without being interested this service is a waste of time . Hence we can learn our role in this by knowing importanceof it and wanting the service.

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