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Service Encounter Journal and Analysis - Personal Statement Example

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The specific service I sought was the replacement of a bulb in the headlamp of my vehicle. I called on the telephone before I came, and they said they could perform the change very quickly. I rate my satisfaction with the service with a 7, the highest mark, because they performed the service quickly and a reasonable cost…
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Service Encounter Journal and Analysis
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Download file to see previous pages I stopped at this convenience store to buy fuel and get a newspaper. I was involved with an employee at the check-out register. My overall satisfaction is rated at 2, because the cashier was upset when I misspoke about how much money I had, so she had to cancel the transaction on her register. Although I apologized for causing her the extra work, she did not look appeased, and made a remark to her coworker about it as I left. I am definitely not going to purchase from them again (score of 1).
I visited this store to pick up a few groceries and had two interactions with employees: one directed me to the right part of the store to find cake mix, and the cashier rang up my purchase. My overall satisfaction is rated at 7, because the employee who directed me completely stopped what he was doing to talk, made eye contact, and appeared pleased to help. Also, the cashier let me use the special discount card they keep for customers who forgot theirs. They were professional and efficient, so I will definitely return (score of 7).
My object in visiting the bank was to purchase two savings bonds. The bank uses tellers to complete such transactions. My overall satisfaction is rated at 2, because the teller clearly did not want to conduct this lengthy business. I wrote down important information for her, but she copied it incorrectly into the computer, so it had to be changed. I only had time to buy one bond, and then had to leave because I was going to be late for another appointment. Perhaps I could have come in the middle of the morning when the bank was not so busy. The teller could have been more efficient and not shown her displeasure. Still, my accounts are there, so I rate my likelihood to return at 7.
Journal Entry: 5
Week: 5
Firm: Bill's Barber Shop
Type of Service: Personal care
My hair was getting long, so I visited the shop for a trim. Employee involvement came from the person who greeted me and the barber who cut my hair. My overall satisfaction is rated at 4. I received a good haircut at a good price, but it took a very long time. The barber should have kept working while he talked to me, but instead, liked to stop and make eye contact for every sentence! I could have asked the barber to work faster, or he could have sensed that I felt it was taking too long. My likelihood of returning is rated at 1. There are other shops in town.
Journal Entry: 6
Week: 6
Firm: Nationwide Insurance Co.
Type of Service: Auto and home insurance
It was time to make my car insurance payment, and I dealt with a representative who accepted my check and gave me a receipt. She also set me up for electronic fund transfers. My overall satisfaction is rated at 6, because she was quick, efficient, and courteous. There was nothing she or I could have done to make the transaction better. My likelihood of returning is rated 7. They have earned my business and loyalty.
Journal Entry: 7
Week: 7
Firm: US Postal Service
Type of Service: Package delivery
I had to ship a large package, and the ...Download file to see next pagesRead More
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