The employees of an organization represent the organization in the eyes of the customers. If they are not give proper training in representing the organization and its goals the service efforts will fail. Hence the most important marketing strategy is to market the service first to the organization’s employees.
There are two types of contact personnel – HIGH CONTACT PERSONNEL and LOW CONTACT PERSONNEL (eg .in a hospital a nurse is a high contact personnel and ward boy may be a low contact personnel) In addition there can be a NON CONTACT PERSONNEL (say the Hospital administrative manager).
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