The 3 elements of the service-product bundle is Explicit Service, Implicit service, and Facilitating. The Explicit Service that we offer are the trained employees, the website wich is very user friendly and really easy to use, and the hold music when a customer is on hold on the phone, its very funny and exciting. The Implicit Service is to have the customer comming back for more business. We achieve this by being great on the phone and have a funny sales staff which entertain and joke around with the customers while they are purchasing products. This helps the customer get comfortable with us and haveing that certain trust in us. Facilitating the customer is achieved by the tv that we have in our lobby, the comfortable couches, the very expensive wooden front desk.
The cell that CarID operates in on the service matrix is customer routed service. CarID is in this service matrix because since this is an online business, customers are always calling out customer service, sales, and shipping department for assistance. We have trained employees to help customers through any of their needs and wants. CarID has a low contact process, which would be the online website. The high contact is that the customers are already in our system that we use. If they previously purchased from CarID, we have them in the system and we can pull up their account information. This system is called quickbooks.
CarID has great service guarantees and service recovery. We have a 30 day money back guarentee and we take back any product they sell to you, as long as you have stay within the return policy. CarID also has a warentee system, which will replace or repair the merchendise that we sold to them. Alot of our products are life time warrentees. If their item malfunctions, or rusts within the vehicles lifetime, we will replace it for free.
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