Please only write it down Organisation with the Best Service Repco

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Please only write it down Organisation with the Best Service Repco.

• Introduction to Service
• What Makes the Service so Successful {Customer relationship}
• Satisfaction Versus Service Quality

 

 

 

 

 

Service Encounter Analysis

 

• Executive summary 
• Encounter Analysis 
• Organisation with worst service
• Organisation with best service
• Reflection 
• Reference 
• Appendices 

 

2-3 journal entries?? 

 

Look at exemplar for assignment 

 

Added my journal entry 1, please lmk if it needs changes! 

 

 

 

 

 

 

Service Journal Entry Form

 

Your Name: Ibrahim Ahmed

Student ID: 19093651

Name of Firm: Repco

Type of Service (industry): Automotive Retail

Date of Encounter: 02/08/2022

Time of Encounter: 4pm 

 

How did the encounter take place (e.g., in person, by phone, via a self-service technology)?

 

In person

 

What specific circumstances led to this encounter?

 

Went to buy automotive parts for my car. 

 

Exactly what did the firm/employee say or do?

 

They were extremely helpful, as soon as I entered the store they asked if I needed any help. I told them exactly what I needed, helped me out with everything, and also answered all my questions relating to my car. 

 

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 this way?

 

They helped me and gave me really good customer service, even though they were about to close soon they didn’t complain or act rude, they did the job perfectly and not rushed. I was very satisfied as they didn’t just help with my requirements, but also answered all the questions which really helped me out. 

 

What could the employee/firm have done to increase your level of satisfaction with the encounter? 

 

I think they did a pretty good job, they helped me and gave me a really good customer service experience, I don’t think there could be anything which they would need to improve on, as I was very satisfied with my experience. 

 

What improvements need to be made to this service system?

 

As I was extremely satisfied, I don’t think they need any improvements towards their service system. 

 

How likely is it that you will go back to this service firm?

 

1              2              3              4              5              6          7

Extremely                                                                                  Extremely

Unlikely                                                                                      Likely

 

ADDITIONAL COMMENTS:

 

I needed paint for my car, which was a long process, which is why by the time the job was done it was closing time.