Service Encounter Paper Final One

7/28/2019 Service Encounter Paper Final One

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Service Encounter Paper

Prepared for:

Zarjina Tarana Khalil (ZTK)


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The Best Encounter

Service Providers Name: Babul Bhai (Tailor Master)

Type of Organization: Tailoring Service

Area of Operation: PRIAYANGON Market Mirpur

road, near New Market

Customer since: 2009


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The Best Encounter

The Encounter (12/02/13)

I went there to pick up my clothes.

While collecting them I found out that my tailor ruined 2 of my kameez so

I was upset with that.

I left the place leaving two more kameez to sew.

He fixed the kameezs and dropped them off at my place

He not only fixed the old ones but also made sure the new ones were

made properly

Seeing my loyalty as a customer he also gifted me 2 kameezs


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The Best Encounter

What makes Monica Tailor an excellent service

provider?

1. Recognition of Loyalty The Tailor Master knows the value of the customers loyalty and

portrayed it clearly in the encounter

Occasional loyalty rewards motivates customers to be more loyal

The display of gratitude and respect solidifies the bond with loyal

customers

Keeps them above the competitors in the customers eyes


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The Best Encounter

2. Responsiveness

The Tailor Master always handles customers complain in a

significant way

He not only makes sure that the clothes are fixed properly but

also follows up by asking if its perfect now or not

He never argues with anyone and if he has to fix the clothesagain incase of customers urgency he drops the clothes to the

customers home of free of charge.


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The Best Encounter

3. Reliability

I was in a hassle in arrangements of my cousins wedding taking

this as a consideration he dropped of my clothes

Second time if I have ever given to fix my clothes he makes

sure its done properly

Proven by the fact that I expected him to only fix it, but bydropping it home he solved my problem of going to that place

to just pick up my clothes.


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The Worst Encounter

Service Providers Name: Brac Bank Limited

Type of Organization: Private Bank

Area of Operation: Dhanmondi Branch

Customer since: 2007


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The Worst Encounter

The Encounter (31/01/13)

I had to take a token and wait for an hour for my turn to go inside.

I had to renew my ATM card but without asking for further details she hand

over me a form to fill up

I was not prepared because the details were with my father.

The employee sitting there was not helpful

Instead of helping me she was giving me an attitude to finish filling it up early.

This level of unprofessionalism is not expected from a reputed bank.


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The Worst Encounter

Problems

Lack of Quality Standard

They should have better waiting areas

Provider Gap 3 (Not delivering to service standards)

Lack of Communication Skills

They do not listen to their customers rather deal with a overall judgment.

Provider Gap 1 (Not knowing what customers expect)


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The Worst Encounter

Poor Behavior of the Employees

No signs of apology

Seemed least bothered with how the customers feel

Employees may have a bad mood which effects the service as well


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The Worst Encounter

Recommendations

1. Improve the servicescape

Make an appropriate waiting areas

Should consider the urgencies of customers

2. Improve Communication skills

Employees should discuss with their clients first

There should be a friendly conversation between the clients

and the frontline employees


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The Worst Encounter

3. Improve the staffs behavior

Training

Lectures would be more cost-effective

Occasional rewards for employees who fulfill their roles correctly

Apart from core service, most customers judge a service

providers quality by their interactions with its employees

Improving this would decrease the spread of negative word of

mouth.


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Service Encounter Paper Final One

Documents

Transcript of Service Encounter Paper Final One