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

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Service Encounter Journal Entry: 4 Your Name: M Mueedul Islam Avg. Price Paid for Service: Tk 700 Name of the Firm: Cream and Fudge Factory Type of Service (Industry): Ice-cream Date of Encounter: 22/03/2011 Time Encounter Occurred: 6: 00 pm What specific circumstances led to this encounter? I’m not a big ice cream fan but when I entered the cream and fudge factory even I felt the little boy inside me. Entering the through the door we can see the whole process of customizing the ice creams with whatever customers wants. There a sign board which shows how to order the ice cream. After ordering we went and sit in our table. And it took like forever to for the ice cream to be actually to be made and come to us. Finally when we got our ice-cream it was a wrong order. Exactly what did the firm/employee say or do? The employee acknowledged their mistake. Then asked us what we have ordered, then after a while they have sent us the correct order. 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? At first I was very excited when I saw they are actually customizing the ice-cream. But the service was very slow and poor. We expect ice cream to be served really fast, but it took over 25 minutes to get our order, and the order was wrong. So it was kind of annoying. But the ice cream was really good. So overall the experience was not good but not bad as well. What could the employee/firm have done to make you happier with the encounter? We are not used to having served ice cream after a long wait. So they should try to reduce the process time and provide some sort of entertainment for the customers to pass time. 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? It a new firm so they are still learning and improving. And most importantly the ice cream is very good and cheap....
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