Customers' Role

  + Prepared by: Gigantone, Paulina Gonzaga, Lea Jalucon, Shally Mar Customers’ Roles in Service Delivery  + Strategies for Enhancing Customer Participation Define Customer’s roles  Recruit, Educate and Reward Customers Manage the Customer Mix Effective Customer Participation  + Define Customers’ Roles    Organization first determines what type of participation is desirable from customers and how the customer wishes to participate  Customer’s roles and tasks entail:    Helping oneself  Helping others  Promoting the company  Individual Differences  + Helping Oneself  Customer becomes a productive resource, performing aspects of the service previously performed by employees or others