Service product management governs service-based contracts and processes, with a focus on logistics and timing. Service products are situations where something is done for a client or they have access to a human expert. There are two types: hiring someone for their skill or paying for access to a person with specific knowledge. Managing service products involves worker-client interaction, billing, and after-sales assistance. The service industry consists of workers who facilitate buying and selling goods, not interactions with workers.
Service product management is a business model that governs service-based contracts and processes. A service product is the generic name for a situation where something is done for a client or a client has specific access to a human subject matter expert. Unlike many product management processes, service product management usually doesn’t have an actual product to sell. This results in a totally different management style, often revolving more around logistics and timing than standard marketing.
The scope of product management service is enormous. In any case where human interaction or access is the majority of a sale, it is a product of service rather than a standard product. Instead of focusing totally on the end goal of a sale, service product management relies heavily on the parts that lead to the monetary exchange.
Often, a service product advertises itself based on the looks, proficiency, or speed of its employees. Since the buyer’s interaction with the service worker makes up the majority of the sale, it is important that the workers meet or exceed the buyer’s expectations. If the buyer has a bad impression of the worker, even on a non-work basis such as clothing style or attitude, he is less likely to use that firm in the future.
In general, managing service products consists of three phases. The initial stage is the worker’s interaction with a client. This is often seen as the most important part of the process, as it usually determines overall buyer satisfaction. Billing follows; in the case of a contract, this may take place before contacting the service technician. Finally, after-sales assistance consists of follow-up processes and correction of errors that occur after the sale is completed.
There are two common varieties of service products. In some cases, the client hires someone to do something. This is common among skilled workers such as plumbers, electricians or auto mechanics. Instead of paying for a specific product, people pay for the skill and training of the worker.
The other common aspect of a service product is paying for access to a person. This is common in areas such as technical support contracts. In this case, the money placed in the service product grants immediate access to a person or group with specific knowledge about a technical system.
A service product does not equal a service job. The service industry consists of workers such as gas station attendants, restaurant attendants or hotel clerks. These people facilitate the buying and selling of goods; but the good is what is bought, not the interaction with the worker.
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