They say that behind every great man there is a great woman. Well in administration, the saying goes like this: «behind all great service is servuction»
It is true that we always perceive if a certain service was good or bad, if the service in the restaurant where we were was good or if, on the contrary, when we entered a shoe store, no one attended us. But… what is behind everything concerning the manufacture of the service as such? That is, everything that is hidden and we cannot perceive? This is the topic that will be discussed: Servuction, everything that has to do with the process of creating a certain service.
Definition
In a simple way, Servuction can be defined as the process of preparing a service, that is, the entire organization of physical and human elements in the customer-company relationship, necessary for the performance of the provision of a service and whose characteristics have been determined from the idea conceived, until the obtaining of the result as such (the service).
Elements of the servuction system
It is important to remember here that the customer-buyer of a service actively participates in its production, without him the market as a whole would not exist.
How many of us have not felt in heaven to be treated like kings in a hotel? And how many of us have left an establishment dead of anger at not being served? For this reason, the total satisfaction of the client's needs is the first element in the Servuction system, he must feel stimulated and motivated to request the service to be provided.
Next is having a suitable physical support for the provision of the service. How many times have we refrained from entering a place due to the bad appearance of the facade? Or how many times have we not entered a restaurant because its lighting and cleanliness are terrible? It is therefore important, as a second point, an excellent material support for the provision of a good service.
Servuction is: all the gear behind the provision of a good service
Likewise, we will always be in contact with someone who will be responsible for the care in a certain place. This third point is of vital importance (the contact personnel) since who would buy a CD again in the discotheque where the employee treated us badly? Or when would we return to that bar where the waiter took so long to serve us? Therefore, personalized customer service is a point of utmost importance in Service; The personnel in charge must be qualified and prepared to fully satisfy the needs of consumers.
It is good to remember that the client does not see the service but its result. He is the main protagonist
As a fourth point is the service as such already provided and the internal service in the company. It is essential that an internal strategy be carried out in which all the points for improvement are identified and functions are delegated to departments and qualified personnel. It is important to communicate everything that is going to be done so that everyone "pulls" towards the same side, towards the achievement of the final objective.
On the other hand, there are competitors whose behavior must also be evaluated to determine their strengths and weaknesses and to be able to learn from the possible advantages they have compared to the company itself. It should be remembered that without competitors, there simply would be no strategies for Servuction. This point is important, since if you are only in the market, you would not have a direct reference regarding the service provided.
Finally, all the above developed and studied, we proceed to design and innovate the service as such. There must be a total congruence of the " Four Ps ", between product and service and within the service itself.
Who among us has not been attracted to a modern, colorful, striking establishment ?; This refers to the innovation that must also always exist in the provision of a service. We also have the option of complaining through suggestions or through consumer advocates who are in charge of being aware of everything we want to be served.
Elements of the service: * Satisfaction * Support * Staff * Internal Service * Competitors * Design * Innovation
Now that you know what is behind the provision of a service, with total security, we will value much more the effort that is made to meet all our wishes and those whims that we will always have.
