Marketing Mix-People

People

The people element of the extended marketing mix refers to any member of staff who is in contact with the customers of a business.

Customers are important to a business they are the people who buy the goods or services it provides.

Maximising customer satisfaction

Staff training

Well trained staff will be knowledgeable about the business and will be able to deliver a high standard of customer care. Staff should be regularly updated on the company products.

After sale service

This is the service provided by the company after a purchase has been made.

Customer care strategy

This lets the customer know what level of service to expect and how complaints will be handled.

Customer complaints prodcedures

These include instructions on how employees should handle complaints such as the length of time it should take, who would deal with the complaint and how it should be processed.

Recruitment and selection

There should be a thorough recruitment process to ensure the highest quality staff and correct number or employees are working for the company.