Service Experience Report Reflection on my experience of critical service points in two service encounters Reflection on first service encounter My first experience taught me that it is not necessary that the employees and managers in service sectors or tourism sectors may behave in the same manner…
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In fact, employees showed a negative at attitude towards customers like us, which is evident from the details posted in my blog 1. They tried to discriminate us from other customers. On the other hand, the manger was an understandable person who knows the importance of treating all customers equally well for the development of the business. He tried to settle the issues rather than complicating it. Thus, the manager’s behavior generated a good impression of the hotel in our minds. Moreover, the manager had shown high levels of maturity and responsiveness while attending our problems and settling it (Shiqi: Service Industries Marketing Blog 1) Reflection on second service encounter My second experience Palazzo Versace Hotel, in Gold coast is also generated mixed feeling about the customer services in hospitality industry. I encountered the best and worst customers’ service experience from this hotel at the same time. Check is has been taken more than half an hour which should be avoided to satisfy the visiting customers. The person who is charge of the check in operation was getting lot of phone calls and hence the customers forced to wait for a substantial period of time to find out their rooms. However, customer service after the check in process was satisfactory and outstanding. In short, the reception at the entry level was poor whereas the rest of the services were excellent. The receptionist and the welcome staff in this hotel need more training and empowerment. However, the rest of the services were outstanding (Shiqi: Service Industries Marketing Blog 2) Report: Customer servicing is the most important thing in any business in the modern era and the hospitality business is not an exception. Marketing activities in the service industry in the past concentrated mainly on the canvassing of customers at any cost. In order to attract customers to the hotels and restaurants, marketing executives provided fake offers and attractions to the customers. They concentrated more on attracting the customer rather than servicing the customer. They thought that their job is only to lead the customers towards their hotel or restaurant and the rest of the jobs should be look after by others. Modern customers are particular about the service they receive from hotels and restaurants. The reflections given at the top of this report clearly indicate the problems in customer servicing in service industries. This report analyses the critical service points/theme in the service encounters that are informed by services marketing theory and concepts, based on the above reflections. My analysis and evaluation of critical service points/theme in the service encounters that are informed by services marketing theory and concepts All the employees in a service organization should work for the betterment of the organization rather than the betterment of their careers alone. Even if a visiting customer experiences hundreds of good service from a hotel, one bad experience may prevent him from visiting that hotel again. In other words, all the employees should work collectively for the improvement of customer servicing. Responsiveness of the employees paly vital role in the success and failure of service organizations. Pleasant attitude, timely servicing, and helping mentality of the employees encourage customers to revisit the same hotel or restaurant regularly. It should be noted that the employees and
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