Marketing - Unsatisfactory Service Encounter - Essay Example

Dare Service Journals Unsatisfactory Service Encounter Banking s are some of the most established s, and it is expected that service delivery is supposed to meet the standards befitting the institution of the bank. A recent visit to a certain bank proved that services in the banking sector can sometimes be flawed. Poor services from a bank can negatively affect financial transactions and tasks respectively. For instance, an absence of an ATM card means that one has to go to the bank to withdraw cash. Consequently, cheque books aid in making huge transactions at once and without it means such services cannot be obtained. The service encounter at the bank was extensively unsatisfactory and below expectations. I have a savings account with the bank and which was opened recently. From the inception, I mentioned that I needed an ATM card that is rather a guarantee and a chequebook to help in transactions of huge amounts of money. The bank sent the ATM card and the Pin for two weeks while the chequebook was not released. When the customer care was contacted, they kept on admitting the mistake yet could not take any appropriate action to resolve the matter. The delay in receiving the check prompted a visit to my branch, and the response was one that was not characteristic of a good customer care service. The branch asked me to write an application formally to request for the chequebook, a process I felt was a fundamental breach of good service delivery. After the application, the bank gave a surety that the cheque book would be sent after seven days and one month has passed and the product has not yet been delivered. The bank has no respect for its customers and does not take into consideration the concerns and predicaments of its customers. Consequently, the bank has proven to be clueless concerning the needs of its customers. It is incumbent upon banks to identify and predict the things that customers are most likely to recur. Even after physically going to the branch, the bank failed to listen to my predicaments hence the disenfranchisement. The bank has the poorest services and treats its customers with contempt. Banks should understand that individuals have other obligations and duties that are bound to attend to on a daily basis. It is their responsibility to simplify service delivery to make it relatively easy for customers to access services. Going to the bank every time to withdraw huge amounts of cash has a number of disadvantages; for instance, having huge sums of money at a given point is dangerous due to security purposes. It is easy for one to lose a huge amount of money to criminals, and it is, therefore, incumbent upon the bank to understand such issues and comply as appropriate. ATMs and cheque books have immense importance and save time effectively making it possible for customers to obtain services with relative ease and comfort. An effective customer care service is taking the interest of the customers into consideration at all instances. The services received from the bank were poor and disappointing. Adequate Customer Care Experience Adequate customer care is one of the factors that can attract customers to a given premises. Some businesses are fundamentally excellent in treating their customers to the extent that customers derive numerous satisfaction to then the manner in which they are treated. A recent visit to a restaurant proved that effective and adequate customer care is the key to ensure the well-being of businesses (Brink and A Berndt 5). Even though there were certain elements of ineffectiveness, proper customer care concealed the flaws. I called to make reservations and how the food needed to be prepared before visiting the restaurant. I had engagements in other places and arrived at the hotel ten minutes later; however, my food was not yet ready. Interestingly, I did not feel disenfranchised because of the treatment offered by the staff. To begin with, the staffs were very apologetic and regretted that the food had not been prepared on time. They indicated that the food was just fifteen minutes away and that I needed to be patient for a little while as they fastened the process. The restaurant offered me a beverage that was not but of budget, and I sipped it as the food got ready. The food got ready exactly the time that had been indicated, but when the food was brought the package was even better. Interesting to note that the restaurant had provided an improved package from what had previously been ordered. It was an excellent customer service that would make anyone behave differently, even after being disenfranchised. The fact of the matter is that the food came late an issue that would agitate any customer, especially after making reservation so many hours before the time. The restaurant exhibited respect, understanding, responded positively, and the service was beyond reproach. While eating, the restaurant staff kept asking if I was okay or whether something was needed. It was a treatment I had not received in a long time. In most instances, most instances, some restaurants do not go to great lengths in understanding the needs and expectations of their customers. This particular restaurant was the best under the circumstances and was to a greater extent excellent in service delivery. One would think I was an executive person or a celebrity when in reality the restaurant was only being sympathetic and considerate for their flaws. After finishing my food, I went to pay for food, but the encounter was the most shocking. The restaurant manager told me that they had waved the bill for the food consumed. The manager noted that the action was prompted by their delay to prepare my food and that it was not their policy to disenfranchise their customers. Consequently, the restaurant gave me a ticket for two to have dinner at the same place on the date of my choice. It was an excellent experience, and I will definitely have the restaurant as my favorite because of the adequate customer care experience. Work Cited Brink, A, and A Berndt. Customer Relationship Management & Customer Service. Landsdowne, South Africa: Juta, 2004. Print. Read More