Service Encounter Journal 5

Service Encounter Journal 5 - bill at the end of the month....

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Service Encounter Journal Entry: 5 Your Name: M Mueedul Islam Avg. Price Paid for Service: Tk 500 Name of the Firm: Babul store Type of Service (Industry): Ice-cream Date of Encounter: 9/04/2011 Time Encounter Occurred: any time What specific circumstances led to this encounter? Babul store is like any other grocery store in any other neighborhood except it gives home delivery and monthly payment. It’s a common scenario in every house that all of a sudden some relative came to visit and there is no good food in house to entertain them with. At that situation we usually call babul store and bring our groceries from there. Exactly what did the firm/employee say or do? They send a boy with the grocery within 5 minutes and they don’t even take money they give a receipt and we can pay the
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Unformatted text preview: bill at the end of the month. How would you rate your level of satisfaction with this encounter? (Circle the most appropriate number) 1 2 3 4 5 6 (7) Extremely Extremely Dissatisfied Satisfied What exactly made you feel that way? Its fast and good service and business policy is based on trust. What could the employee/firm have done to make you happier with the encounter? They should make the delivery boys wear uniforms; this would help them to promote their business and make them look more professional 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? Their business policy is very good. Its based on trust. They never push the customers to pay bills and always change goods if the customers demands ....
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This note was uploaded on 06/29/2011 for the course BBA 202 taught by Professor Svd during the Spring '11 term at Ahsanullah University of Sci & Tech.

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