Customer Experiences from Interaction with the Services of Various Companies - Report Example

Table of contents 0 Executive Summary 2.0 Introduction 3.0 The service Encounters 4.0 Findings 4 The queue theory 4.2The equity theory 4.3 The cognitive theory 4.4 The psychological theory 4.5 Conclusion 5.0 bibliography 6.0 Appendices Executive Summary The following service encounter reports outline the customer experiences from interaction with the services of various companies. The customer was served by two different companies each weak adding up to eight service encounters from eight different companies. One of the companies was a non profit making organization. The customer had different comments from each encounter and various theories were tested in regarded to how each company offered its services. These theories included the equity theory, the queue theory, cognitive theory and psychological theory. How the customer responded was directly related to the treatment accorded by the respective company. Service encounters and journals Service Encounter (week one). Your Name: Name of Firm: White rose dry cleaners Type of Industry: Service industry Date of Encounter: 2nd March 2012 Time of Encounter: 10:30pm. Circumstances that led to the encounter. We had gone for a one month’s student leader’s seminar at oxford university in London. The organizers of the seminar had pledged to cater for everything except our laundering services. Our free time was limited in most cases which made it very difficult for us to find time for washing clothes. On the other hand, most of our clothing was heavy which made them very difficult to hand wash. The heavy clothing was necessitated by the chilly weather which forced most of us prefer putting woolen clothes and cold proof jackets in most instances. One of our comrades that we met at the seminar was familiar with the area and he proposed white rose dry cleaners to us when he saw some of us struggling to wash heavy fabric garments. What the firm employee said or did. Before reaching the reception, a jolly lady rushed to meet us by the door and carried the bags that the four of us had put their clothes. She smiled receptively as she said “Halo, welcome to white rose, I guess you have carried these for too long now, it is my turn to take over, will you?”Her sales trick worked and each one of us smiled back. This was the first time we were being addressed in such a dignified manner. “You may have seat gentlemen “she said as she tagged our clothes. She then handed us over to the cashier. How I would rate my level of satisfaction (Circle the most appropriate number.) 1 2 3 4 5 6 7 Extremely Dissatisfied Extremely Satisfied What made me feel satisfied? The reception that we were given by the lady was outstanding as this was the first time that we had experienced such a warm gesture from a business. The fact that the lady rushed to meet us even before we got in to enquire about their services was an amazing and a fulfilling experience to us.Furthermore, we did not queue for long despite the fact the fact that there were several customers. Their services were fast and there were adequate number of staff to give attention to every customer within reasonable time. What the firm could have done to make me happier. Though we were satisfied and would definitely go back to white rose, the cashier was not as friendly as the receptionist and he seemed to be rather slow though he managed to serve us as fast as possible. The other factor is that their service fee was rather expensive compared to other laundry service providers that we had worked with before from the different places that our clothes had been laundered before we came to the seminar. Chances of me going back to the firm for services. 1 2 3 4 5 6 7 Extremely Unlikely Extremely Likely Service Encounter (week one). Your Name: Name of Firm: Travel sphere Type of Industry: Service industry Date of Encounter: 9th March 2012 Time of Encounter: 10:30pm. Circumstances that led to the encounter. Members of wild life and tourism club in our school had decided to visit a national park during our summer vacation. We needed a place with a lot of wild life and natural environment. After googling several sites, we decided to hire the services of Travel sphere which offers tour guide services. What the firm employee said and did. Each of our club members was given a travel map by the tour guides and binoculars glasses. They assured as that we were definitely going to enjoy our trip in the park. The driver then picked as towards our destination and we were assigned two tour guides to accompany as in the park. How I would rate my level of satisfaction. Personally and as a group too, we were not disappointed in our second visit. The services of the tour guides were excellent and this greatly contributed a lot to our satisfaction. What made feel satisfied? The friendly and the receptive nature of the staff was an excellent business strategy. I was particularly impressed by the tour guides as they did their best to ensure that they went around with us to every strategic place that would enable us observe the game better. (Leland 45-48). What the firm could have done to make me happier with the encounter. Though the trip was well planned and we managed to see the variety of animals that we were all eager to see, we did not get the chance to have food in the world since the company had not informed us earlier that such a service existed in the wild. Chances of me going back to the service company. I would definitely go back for their services since they are first, efficient and reliable. Service Encounter (week two). Your Name: Name of Firm: Serena hotel Type of Industry: Service industry Date of Encounter: 19th March 2012 Time of Encounter: 10:30pm. Circumstances that led to the counter. We decided to have a collective dinner in one of the branches of Serena group of hotels after our trip to the park. Most of us had never dined there and this was the main basis as to why we jointly agreed to visit there. What the firm employee said and did. Security was beefed up especially at the entrance. The security guards took us through a major security scrutiny. We were later informed that they had to be very thorough since the hotel hosts a number of very important persons during conferences and even during holiday visits. How I would rate my level of satisfaction. First, the receptionist applied behavariol and psychological theory to win as over. Calling a customer by name makes them feel more appreciated and worthwhile. This made me extremely satisfied. What made me feel satisfied? The fact that the receptionist was able to call some of us by name was an amazing business strategy that was unique with Serena hotel just within our first visit. In addition they applied the equity service theory which advocates fair treatment of customers irrespective of age or financial ability (Lovelock 34-37). What the firm did to make us happier. The firm after recognizing that we were students gave as a surprise service that other customers were not given. Four members from our team were offered free massage services that were in normal circumstances only given to very important persons. Chances of me going back to the firm. Despite our group being accorded exemplary and first class services,the possibilities of going back to the hotel were limited because of their high food prices. . Service Encounter (week two). Your Name: Name of Firm: Vodafone company Type of Industry: Service industry Date of Encounter: 27th March 2012 Time of Encounter: 10:30pm. Circumstances that led to the encounter. I had just purchased a new sim card and my phone book could not save some numbers in the sim memory. I then decided to contact the customer care services to give me directions on the procedure to apply. What the firm employee did or say. The customer care representative who picked my call was friendly in reference to her voice. She was guided by customer service etiquette since she gave me an assurance that my problem would be solved within one hour. How I would rate my level of satisfaction. Despite the customer care represententative giving me an assurance that my problem would be solved within one hours time, it did not come to pass since it took long before anyone responded to my phone call three hours later .This made me change my service provider. What made me feel satisfied? Nothing made me feel satisfied. There was a lot of laxity among the staff starting from the representative who gave a false assurance. Delay in receiving my phone call also made me very irritated. What the firm could have done to make me happier The firm could have responded to my phone call as first as possible and stuck by its word that they would solve my problem within one hour. If it was not possible they would have called me back to explain why instead of just going silent. Chances of me going back to the firm for services. I immediately changed the service provider and doubt if I would consider going for the services of Vodafone again. Service Encounter (week three). Your Name: Name of Firm: Port Florence mission hospital Type of Industry: Health services Date of Encounter: 7th March 2012 Time of Encounter: 4:30pm. Circumstances that led to the encounter I was participating in a cycling race. I fell off and sustained bruises around my ankles and knees. After first aid from st.johns ambulance, they rushed me to port Florence mission hospital for treatment. What the firm employee did or say The first nurse that received me at the hospital said “you are just within time; you will be okay since you are in safe hands”. She then thanked St.Johns staff who had taken me there. How I would rate my level of satisfaction The services were extremely fast and efficient since despite the fact that my case was not an emergency the physician attended to me as soon as I arrived at their hospital. There were adequate number of doctors to meet the demand and patients did not queue for long. The equity theory also applied since people were treated on a first come first served basis except in emergency cases. What made me feel satisfied? The remarks that were made by the nurse who received me from the ambulance were very encouraging. Her assurance that I was safe in their hands was one of the most uplifting words that I have ever been told (Zeithmal 34-35). What the firm could have done to make me happier Since I have a phobia for injections they could have considered my request to find an alternative form of treatment. The fact that I was to go back for injections once every week for the next four weeks could have also been reversed to make me go for only one day but the doctor turned down my request. Chances of me going back for their services. I would definitely consider going back for treatment the next time I am sick. Service Encounter (week three). Your Name: Name of Firm: Barclays bank Type of Industry: Service industry Date of Encounter: 13th March 2012 Time of Encounter: 4:30pm. Circumstances that led to the encounter. I had gone to the bank to apply for student’s loan. This was necessitated by my desire to register for another course which would run concurrently with my current course. What the employee did or say. I was welcomed by a lady at the enquiry desk who gave me three forms in triplicate to fill. I was then told to come after three days to establish whether I had qualified to be granted the loan or not. How I would rate my satisfaction The services were very first and customers did not have to stay for long in queues.I was extremely satisfied (White 38-41). . What made me feel satisfied? The services were first and efficient and the equality and queue theory guided the banks oparations.Customers was served on a first come, first served basis. Customers did not have to stay in queue for long since after filling the forms, they were told on the day to come back and check confirmation of the application from the loan manager. What the firm could have done to make me happier Though the firm’s services were fast and efficient, I would have been happier if they could have developed a system to enable customers especially students to access loans urgently. Chances of me going back for the services The receptive nature of the staff would definitely make me go back to Barclays bank for their services. Service Encounter (week four). Your Name: Name of Firm: Red cross society Type of Industry: Humanity services Date of Encounter: 20th March 2012 Time of Encounter: 4:30pm. Circumstances that led to the encounter Thirty students from our campus had visited the Red cross society offices to donate blood for accident victims that had just got involved in a bus crush. What the employees did or say The staff were emotionally touched by our surprise visit. They welcomed each one of us to blood donation room. They then asked us to encourage fellow students to respond to emergency issues the same way we did. Each one of us was the given a certificate that would allow us to acces treatment in state hospitals for free three times every year. How I would rate my satisfaction Extremely satisfied. I had struck a rapport with the doctors and the nurses. Most of them new me by name after our voluntary donation.. What made me feel satisfied? The friendly nature of the nurses and the doctors remained the most outstanding nature that pleased me. This is relevant to the cognitive and psychological theory where you form an attitude based on how someone handles you. We tend to like those who show affection and care so much about us. What the firm could have done to make me happier. The organization should organize sensitization programs in schools to make people realize the importance of blood donation. Chances of me going back there I would consider going back to donate blood since I derive satisfaction from giving back to the society and this was the best way to appreciate the good work that Red cross Society was doing. Service Encounter (week four). Your Name: Name of Firm: Cute cut barber shop Type of Industry: Service Industry. Date of Encounter: 27th March 2012 Time of Encounter: 4:30pm. Circumstances that led to the encounter. I had gone to shave my hair in readiness for an internship interview that I was to attend the following day. What the employees said or did The receptionist was friendly and receptive. She the n welcomed me in pointing towards the waiting seat since all the barbers were busy attending to other clients. She gave me a football magazine to go through as I waited. How I would rate my satisfaction Despite the receptionist giving me a very good reception the barber that attended to my hair was deaf to instructions that I gave on the style of shaving that I needed. I was extremely dissatisfied. (Zemke 24-27). What made me feel satisfied? Nothing made me satisfied since I was not given the service that I was expecting. What the firm could have done to make me happier The firm should put a system whereby customers that get a raw deal due to the negligence of their workers are compensated. Chances of me going back I would not consider going back to the same barber shop for services since I felt short changed over my money. Appendices Comrades-mostly used by students from the same campus or collage to refer to themselves. Equity theory-A hypothesis suggesting that all people should be treated with fairness despite age, religion, gender or educational background. Firm-A company offering certain kinds of services for example Vodafone. Queue theory-addresses the situation where customers must stay in a line waiting for services beginning from the first person in the line to the last. Rapport-A friendly cordial relationship between or among specific people. Satisfaction-A feeling of contentment after receiving good services from a particular service provider. Seminar-A meeting usually held for several days that specific group of people are taught or sensitized about particular issue or topic. Work Cited: Zeithaml, Velma. Services Marketing. McGraw-Hill Europe, 2002.Print. Lovelock, Calvin. and Wirtz, Jess. Services Marketing: People, Technology, Strategy. Prentice Hall, 2003.Print. Leland, K. and Bailey, Kelly. Customer Services for Dummies. For Dummies Publishing, 1999.Print. Zemke, Rechs. The Best Practices in Customer Service. Amacom Publishing, 1999.Print. White, Daniels. Questions in reference interviews. Journal of Documentation, 1998.Print. Read More