Quality of Service and Emotional Satisfaction - Assignment Example

[Supervisor Service Encounter Journal Journal Entry: 01 of Firm: Google Type of Service (industry): Search Engine Price of Encounter: Nil Date of Encounter: 06/20/12 Time of Encounter Occurred: 9:11 Describe your encounter briefly so that someone who was not there would know what happened. I had to prepare my assignment regarding the service encounter and was curious to make my assignment better than rest. So, I decided to search on internet if any such material is available. I typed the title of my assignment and a huge number of web links were made available in seconds. How would you rate your level of satisfaction with this encounter? 1 2 3 4 5 6 7 Extremely dissatisfied Extremely satisfied How would you describe your reaction to this encounter? Include in your description your feelings and emotions at that time. Why exactly did you feel that way? I felt glad after going through the most relevant links. I was really happy that the search engine provided me with most appropriate links and saved my time and money. How likely is that you will go back to that service provider/ firm? 1 2 3 4 5 6 7 Definitely not Definitely yes Why would you return or not return to that firm? I would always prefer to use Google if I’ll ever need any material to be searched on web because it is fast and accurate. It was a time and money saving encounter. Journal Entry: 02 Name of student: Name of Firm: ebay Type of Service (industry): Online auction Price of Encounter: $55 Date of Encounter:06/26/2012 Time of Encounter Occurred: 12:13 Describe your encounter briefly so that someone who was not there would know what happened. My encounter with ebay was an average contact service. I had to buy a bed for my kitten and for this purpose I chose ebay. I searched for the pet supplies and found a reasonable bed available. I bid for it and it was shown there that how many days it will take to deliver the product as well as the payment plans. The service is easily accessible and the customer chooses on the basis of his requirements but the stock is limited at times and one has to choose from the products available. Moreover the shipping costs are high. How would you rate your level of satisfaction with this encounter? 1 2 3 4 5 6 7 Extremely dissatisfied Extremely satisfied How would you describe your reaction to this encounter? Include in your description your feelings and emotions at that time. Why exactly did you feel that way? My reaction was normal. I needed the bed and I got one but the bidding procedure irritated me. I was somewhat satisfied but was worried of the extra shipping cost I had to incur. However the exchange terms were good. How likely is that you will go back to that service provider/ firm? 1 2 3 4 5 6 7 Definitely not Definitely yes Why would you return or not return to that firm? I am undecided about my return decision as it depends upon the urgency of my requirement. If I felt to buy something without taking the trouble of going to a shop, I may search the product at ebay. However, my decision to buy may involve the cost at home and the cost at any retail shop. The more preferable would be the one that offers less cost with more attractive replacement package. Journal Entry: 03 Name of student: Name of Firm: Adobe systems Type of Service (industry): Software company Price of Encounter: Nil Date of Encounter: 13/06/12 Time of Encounter Occurred: 13:05 Describe your encounter briefly so that someone who was not there would know what happened. My encounter with Adobe Inc. was an above average contact service. I had to go through some pdf files while my adobe reader got corrupted. I instantly typed the web site and searched for the required software. I got it instantly and free of cost. How would you rate your level of satisfaction with this encounter? 1 2 3 4 5 6 7 Extremely dissatisfied Extremely satisfied How would you describe your reaction to this encounter? Include in your description your feelings and emotions at that time. Why exactly did you feel that way? I felt glad and overwhelmed by the fact that if I encounter any problem with adobe I can have the solution instantly. The website offers superior customer service by segregating different types of customers and providing relevant software. My satisfaction resulted due to the fact the most commonly needed software like adobe reader are provided without any cost. How likely is that you will go back to that service provider/ firm? 1 2 3 4 5 6 7 Definitely not Definitely yes Why would you return or not return to that firm? It’s a fact that no operating system can operate fully without adobe softwares. Whether it is Photoshop, flash work or pdf files, we need the product but the most overwhelming feeling results due to the fact that all of them are so easily accessible and the most common are offered free of cost. So there is no question of not visiting the site when one needs any of its software. I think it’s the first choice and most probably the last too. Journal Entry: 04 Name of student: Name of Firm: Valvoline Type of Service: Automotive lubricants provider Price of Encounter: $60 Date of Encounter: 01/24/12 Time of Encounter Occurred: 06:45 Describe your encounter briefly so that someone who was not there would know what happened. My encounter to Valvoline was a below average contact service. Whenever I need to have an oil change, I always relied on Valvoline. But the encounter I chose to mention occurred when my budget was limited. I let the oil change professional know that I had only $25 budget and I just need an oil change. Although I mentioned my limits, still the personnel tried to convince me to buy other items. Despite acknowledging my limitations the personnel still provided me with an expensive oil change and billed me $60. I asked that I had only $25 and despite that I told you before you served me why you gave me an expensive service? And how will it be paid? Instead of admitting his fault, he told me harshly that I had to pay the bill and for that I had to leave my ID there and borrow money. How would you rate your level of satisfaction with this encounter? 1 2 3 4 5 6 7 Extremely dissatisfied Extremely satisfied How would you describe your reaction to this encounter? Include in your description your feelings and emotions at that time. Why exactly did you feel that way? I really detested the experience and I provided the feedback to the oil change personnel. I felt irritated and angry, as I let the personnel know beforehand the limitation of my budget, still he charged me more and provided me an expensive service. How likely is that you will go back to that service provider/ firm? 1 2 3 4 5 6 7 Definitely not Definitely yes Why would you return or not return to that firm? This encounter confirmed me to never rely on Valvoline when I have limited budget. The personnel there don’t give consideration to customer demands and provide them with something they themselves perceive to be the right choice. Journal Entry: 05 Name of student: Name of Firm: Burger King Type o f Service (industry): Fast Food Price of Encounter: $1.04 Date of Encounter: 06/12/12 Time of Encounter Occurred: 18:16 Describe your encounter briefly so that someone who was not there would know what happened. My encounter with Burger King, was an average contact service. I had gone there to have a quick purchase and satisfy my hunger. As I entered, I saw that there were many other clients waiting as usual. But due to getting over crowded, some of them were showing their impatience by yelling and complaining for the late service. I made myself enrolled but still they served three other customers before me who had been enrolled after me. However, my dissatisfaction for this unfair treatment was compensated by serving me a tropical banana smoothie along with my original chicken sandwich free of cost. How would you rate your level of satisfaction with this encounter? 1 2 3 4 5 6 7 Extremely dissatisfied Extremely satisfied How would you describe your reaction to this encounter? Include in your description your feelings and emotions at that time. Why exactly did you feel that way? As I entered the restaurant, I saw the customers complaining that put a bad impression on me. The environment there made me dissatisfied and then the unfair treatment of the worker made me more disappointed. The orders served should have been on the basis of first come first basis. I felt distressed by the whole situation. How likely is that you will go back to that service provider/ firm? 1 2 3 4 5 6 7 Definitely not Definitely yes Why would you return or not return to that firm? I would not prefer to go there due to the unfair treatment and hostility of the environment, despite the fact that they provide one of the best foods. The ambiance does put an impact on the customers and the way customers are served as they enter is much more important than considered at Burger King. However if needed, I may go there for the food and for the way they tried to compensate my dissatisfaction. Journal Entry: 06 Name of student: Name of Firm: Amazon.com Type o f Service (industry): Online retailer Price of Encounter: $13.14 Date of Encounter: 06/22/12 Time of Encounter Occurred: 5:45 Describe your encounter briefly so that someone who was not there would know what happened. My encounter with Amzon.com was a splendid contact service. I needed to purchase a book ‘Becoming Sister Wives: The Story of an Unconventional Marriage’ by Kody, Meri, Janelle, Christine and Robyn Brown, so I decided to have an online purchase and the instant name of the website that came to my mind was of amazon.com. The format is so simple that any naïve individual can place his order. I made my order and they delivered my order within the time frame provided. How would you rate your level of satisfaction with this encounter? 1 2 3 4 5 6 7 Extremely dissatisfied Extremely satisfied How would you describe your reaction to this encounter? Include in your description your feelings and emotions at that time. Why exactly did you feel that way? It was easy for me to find the desired book thru amazon.com than at any bookshop. I felt glad as my time was saved and my requirement was fulfilled. The simple and quick response website offers made me satisfied on my choice of retailer. How likely is that you will go back to that service provider/ firm? 1 2 3 4 5 6 7 Definitely not Definitely yes Why would you return or not return to that firm? I am more interested in saving my time and getting the product I require rather than going thru various bookshelves to find the book of my choice. So I’ll prefer amazon.com from other retailers. Analysis It is found that the quality of service is directly related to emotional satisfaction which in turns increases the customer loyalty and improves the quality of relationship. Customer’s emotions do play an important role in the customer and contact employee dealings. It is rightly said that a satisfied customers brings ten more and a dissatisfied customer does opposite. So the companies need to work on their immediate contact personnel to enhance the customer loyalty. Customer retention is less costly than attracting a new customer. So in order to perform according to customer demand, keen consideration should be given to what customer needs and what can be the best way to satisfy that need. Products may satisfy the customer need but by the way these products are delivered do creates retention or repulsion. My own experience of Burger King and Valvoline created a dissatisfying experience not because of the product failure but due to the lack of quality servicing. ‘Customer is always right’ is the key to successful marketing. Proper attention should be given to improve the service quality by training the service staff, imposing fines on negative feedbacks and giving reward on best servicing. Customer feedback is essential so that the company may know how the customer felt and use it to enhance the quality of service. Companies should look into the factors that lead to customer dissatisfaction from all sources. They should also go through these journals to know how companies create superior customer service. Sometimes mistakes do wonders when they are compensated with a sense of responsibility. The superior customer satisfaction may have resulted if my dissatisfaction was compensated in a humble and gentle manner and by servicing beyond my expectations. Servicing should always be tailored according to customer, as there is no standard for it and each individual is different from other. Read More