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The Service Encounter Diaries - Essay Example

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Friends had told me it was little more than a giant warehouse in which you pick the designs you liked that were out on display and then picked them up from the loading area. This seemed to be rather…
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The Service Encounter Diaries
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Download file to see previous pages This struck me as very poor customer service for a would-be customer.
7: The store and the quality of customer service could have been improved in two ways. The first would be for the employees to offer their direct assistance regardless of the task they might have been on. The second would be for the employee to apologize that he/she cannot help and offer to find someone else.
3: While in line, I noticed that of the three employees at the front desk waiting on customers, only 2 of them were working. The other was quite obviously logged into her work station but she was not taking customers. Although the other employees that were serving customers were polite and somewhat cheerful, the dour expression on the face of the non-working employee made one suspect that she was either just wasting time or taking a break in an inappropriate area.
4: My reaction was rather unsurprising. I left the post office with the realization that the main reason people have a bad expectation of service does not have to do with the fact that there are not cheerful and hard working people there, but the fact that one or two lazy, inefficient, or angry employees spoils the entire experience.
7: The front line manager should ensure that those individuals who are tasked with greeting or interacting with customers must maintain a very high level of professionalism and a good work ethic. If they cannot meet these then they should be placed in another area, reassigned or terminated.
3: Upon approaching the desk and explaining the situation, the customer service representative looked frustrated and told me that they do not handle any billing issues at their office and only can accept payments or set up new plans.
7: The individuals at the store could benefit by offering the customer alternatives since they do not handle billing issues; simply excusing themselves ...Download file to see next pagesRead More
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