Customer Service

The three elements of the service-product bundle are the tangible service, the psychological benefits of the service, and the physical goods. In relation to our company, CVS, we could use the example of dropping off a prescription to get filled by our pharmacy staff. The tangible service would be the convenience of dropping the prescription off and knowing that it will be filled. The psychological benefits of the service are that there is someone that you can talk to and ask questions if there is a problem. The physical goods would be to walk away with your medication in your hands. The cell that CVS operates in on the service matrix is the co-routed services. They offer a number of choices with regards to customers and how they can choose to get their prescriptions filled, whether it’s a refill that they can request online, through the phone, or sending a fax or physically coming into the store. CVS encounters a high customer contact and they are continuously coming up with new ways to stay on top of the customer service game. Using some technology but trying to not get away from the advantage of having a friendly face help with an issue a customer is having is something they pride themselves on. They support employees by empowering them to do whatever it takes to make sure that the customer leaves the store happy. The guarantee that CVS offers is a 100% buy back guarantee on their CVS products and on all beauty products with or without a receipt. The refund policy is one that guarantees that as long as someone can provide a receipt for the product than we will gladly do a return on the product. The service recovery CVS has in place is doing whatever it takes to make sure that the customer leaves the store happy. In regards to getting a product from another store, calling other stores to see if they have the product, using expired coupons, their ultimate goal is to have each customer walk out of a CVS 100% satisfied.