The Service Encounter Diaries at IKEA - Essay Example

The experience was somewhat less rewarding than I expected due to the fact that I ended up waiting for assistance once in the loading area for nearly 20 minutes. During this time, I asked two of the employees to assist me in loading a piece of furniture; however, neither of them were able to help as they claimed to have other work they were currently doing. This struck me as very poor customer service for a would-be customer.4: I was disappointed in the overall experience due to the fact that it was a truly “do it yourself” store.

5: 2/7 very dissatisfied6: 2/7 not likely to recommend7: 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. Encounter 2:1: Regional Post Office February 10th at around 9:00 AM 2: My expectations for this engagement were rather low. I had been shuffled through many a post office line before without even a nod or a glance by the worker who was serving customers.

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 workstation 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 spoil the entire experience.5: 4/7 neutral feelings6: 4/7 neutral feelings