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Service Encounter Journal 1 - 1 2 3 4 5 6 7 Extremely...

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Service Encounter Journal Entry: 1 Your Name: M Mueedul Islam Avg. Price Paid for Service: Tk 40,000 Name of the Firm: Singapore Airlines Type of Service (Industry): Airlines Date of Encounter: 03/02/2011 Time Encounter Occurred: 11: 50 pm What specific circumstances led to this encounter? I injured my ear drum playing soccer that day. So when the plane took off I was feeling huge pressure on my ear, which was making me feel very uncomfortable. So I called the Air attendants and told them about my problems. Exactly what did the firm/employee say or do? The air attendants immediately gave me ear plugs, which made my ear feel a little better. Then they started injuring how and where did I injured my ear. Throughout the flight every ten minutes they checked on me. They were very polite and nice and were taking my issue very seriously, even though it wasn’t that serious. They even offered me to provide an ambulance before we landed. But I didn’t need it. How would you rate your level of satisfaction with this encounter? (Circle the most appropriate number)
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Unformatted text preview: 1 2 3 4 5 6 ( 7) Extremely Extremely Dissatisfied Satisfied What exactly made you feel that way? It made me feel that every Taka I Spend was justified. I was very happy not just with their response to my situation but also with their regular service. To them customer satisfaction and comfort is their number one priority. Four hour journey in any airlines is suppose to feel worn down, but the air attendants and constantly giving refreshments and attending to passengers problems and most importantly they take every little problem seriously. This is very nice to see. What could the employee/firm have done to make you happier with the encounter? I was all ready very happy with the service, what they have done is more than what I had expected. How likely is it that you will go back to this service firm? 1 2 3 4 5 6 (7) Extremely Extremely Unlikely Likely Why? They not just solved my problem but also tried to give something extra....
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