Today the service marketing means a lot and everyone is trying their best to make their products more approachable to their customers. Toblerone is no exception but since their product consists of chocolate bars there is not much services that can be offered to the customers. However, like any other company they provide customer service which may prove very helpful in different situations. The way it works is that if you, as a customer, have a complaint or an enquiry you have to fill in a form on the Toblerone’s website. (toblerone) The interesting part is that the form is categorized in different topics regarding your needs such as products, advertisement or security.
Even though the customer service is offered by Toblerone I think it should be of great value for them to create an exclusive service in which customers can get in direct contact with the employees. For example a chat box on the website that can direct them directly to one of the customer service employees would be of great value since the customer will feel than a greater interaction with the company.
The customer service of Toblerone is neither tangible nor perishable since there is not a physical service that the customer can get in contact with and the software itself does not get outdated. However, it presents variability since it presents different forms that address to different topics or problems the customer might have. Even though the service exists, it does not affect directly the product in any way since they are not linked.
On the other side, the quality of the service is very important since it can influence severely a customer perception about it. If a customer for example is satisfied that he solved the problem he was having, he will continue to buy the product since he had a good experience and Toblerone will create in an indirect way a long relationship with the customer.
If the product will be exported to a new country, the product will be advertised only to the upper middle and upper class since that is where the product’s best assets are. Also focusing on quality is important. For example, if the product were to be exported to Japan, it would be advertised as a high quality brand with a strong history behind, giving the fact that the Japanese people value the length of the brand in the market.
From the perspective of personnel, the chocolate bar is very much in relation with them because if the personel won’t be devoted to the work they are doing and passionate, the quality of the product is bound to drop, and with the drop in the quality, the same will happen to the sales. The personnel is the heart of the product and without them the product won’t be the same.
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