Service Encounter

2523 words 11 pages
Sample Service Encounter Journal Entries

We all have a number of such encounters each week, including (but not limited to) restaurants, banks, airlines, dry cleaners, doctors, dentists, libraries, photographers, tutors, travel agencies, theaters, pest control agencies, phone companies, automotive mechanics, insurance companies, attorneys, accountants, and copy centers. Those doing this assignment are to keep a “journal” of your service encounter experiences. The purpose of the journal is to identify sources of customer satisfaction and dissatisfaction with services. You are asked to complete 10 journal entry forms. Each entry will correspond to one service encounter that you have during the semester. Your journal may be written (if you
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My desired service would have been a free oil change, either now or the next visit. That obviously was not going to happen.

How likely is it that you will go back to this service firm? 1 extremely unlikely 2 3 4 5 6 7 extremely likely

Service Encounter Journal E ntry: 1 Your N ame: Michael D_______ Name of Firm: Time W arner C able Date of Encounter: 1/14/02 Type o f Service (ind ustry): Cable Provider Time of Encounter Occurred: 1:00 p.m.

What specific circumstances led to this encounter? I come ba ck from b reak on Saturd ay to a m essage o n my ma chine to c all Time W arner C able AS AP. A pparen tly, I had for gotten to pay my cable bill. I’m u sually pre tty goo d abou t paying bills, so this cam e as a com plete surp rise. I called them, and the operator told me that my cable would be turned off on Monday.

Exactly what did the firm/employee say or do? I felt that a personal visit was necessary in this particular situation. I went down to the cable company on Monday and spo ke to a ser vice repr esentativ e. I told him th at I must h ave for got bec ause of th e busy C hristmas se ason. I also told him that I hadn’t worked in a while, and that I couldn’t pay until my next paycheck on the following Monday. He was very understanding, and said that next Monday would be fine. This definitely exceeded my expectations and helped out greatly.

How wo uld you rate yo ur level of satisfactio n with this encou nter? (Circ le the most ap propriate number.) 1 extremely


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