Service Encounter

The majority of the branches are high street based and this brought a lot of walk in traffic.

Tell me about a time you had to go beyond your comfort zone and personal limits to satisfy an unhappy customer.

Service. Challenge. Ethics. The motivation I have for attending a service academy can be summed up in these three words. Growing up in a military family, my life has always revolved around service, challenge and ethics. It is what is imbedded in me and it is what I strive to continue living by.

Question 5How did you go above and beyond the call of duty when dealing with a customer?

12. Describe one good and one bad service experience that you encountered. How did this change your perceptions of the company?

Customer service must satisfy the needs of the customers to ensure a service companies’ quality is maintained.

Customer complaints have over doubled in the last few years. This shows some big issues in the customer service management. Research which areas customers are most dissatisfied with and support the staff in gaining new skills to meet the customers ever changing needs.

As for the dissatisfactory encounter, Ray White Alderley was disappointed (see Appendix 3). First of all, according to the Flower of Service, billing is common to almost all services. Customers are disappointed with the inaccurate, illegible, or incomplete bills. In addition, they do not waste time later with corrections and refunds. In this encounter, Ray White Alderley took me 3 days to solve an easy bill problem. Based on this situation, the service recovery was not efficient. I could not feel the urgent reinstatement from it. Instead of telling me that the system showed I owe the money in the second expansion, I preferred they understood the situation detail by communicating with the colleagues. There was another

I am extremely unhappy with the lousy service provided at Location 11 on November 10. The ridiculousness of the situation that was happening to me was extremely unfortunate regarding the delivery of my auto parts which I need for my job over at Location 9. I needed those parts immediately and the employee who was dealing with me was so rude! I am just so annoyed with the whole situation. I want my parts tomorrow or I can’t do my job.

In the back of my mind, I thought it was unfair to a customer who had to wait because someone else had paid their way through the wait list. The Corporate Regional Office did not care for the painfully long wait times for customers with small job orders and I felt that such a disparity was not good for the reputation of my fellow associates in the department. It was hard to face the disappointment that was in the eyes of my customers, who were accustomed to good consulting experience which included attention to detail and promptness from me. In order to get this issue resolved, I met with the Store Manager who agreed to send some portions of the order to a nearby store. Therefore, in order to prevent a similar situation from arising at the other store, I called to confirm with the Copy and Print Center staff about their printer availabilities. Since I was the initiator of the order, I had to occasionally visit the other store to guide the staff ensure the adherence to quality and details of the order. Back at my store, the stress level on the staff including myself was much reduced due to the excellent efforts of my

They broke the most basic rule in business "Never let your personal feelings interfere with your business "A customer may not always be right but, they are still a customer"

Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in

There is very poor customer satisfaction, service and focus. The client realised that the project was in trouble and requested that the division general manager and his entire staff visit the customer’s plant for progress and a ‘get well’ report. Instead the division general manager sent Reichart, the project manager, and four line managers to visit the customer. The situation deteriorated to such an extent that the customer assigned a representative to Reichart’s department to be ‘on site’ and provide constant updates and problem identifications.

A service encounter is simply defined as a customer’s actual interaction with a service company. Shostack (1985) defined service encounter as the period of time that a customer interacts with a service. Merritt (1977:198), a linguistic scholar, views a service encounter as an instance of face to face interaction between a server who is ‘officially posted’ in some service area, that interaction being oriented to the satisfaction of the customer’s presumed desire for some service and the server’s obligation to provide that service. The service encounter is also known as the ‘moment of truth’ in which the customer often develops a perception about the business and often creates a differentiation from other competitors. Solomon et al (1985)

Title: Discuss the four dimensions of customer service in a company. Give examples to illustrate your points.