Service Encounter Journal 10

Description

DIRECTIONS
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. You are to keep a “journal” of service encounter experiences. The purpose is to make you more aware of your and other students’ sources of customer satisfaction and dissatisfaction with services.
REQUIREMENTS
You are to complete a post describing a recent service encounter (i.e., those occurring during this semester). The questions to be answered and included below. DO NOT INCLUDE ANY EMPLOYEE NAMES IN YOUR RESPONSES but be sure to otherwise completely and thoroughly answer the questions. It is recommended to write and save your responses on a separate document then paste them into your post below.
Throughout the semester you are expected to record an assortment of types of encounters from a wide variety of service industries (i.e., do not do all restaurants); about half of the journal entries should describe satisfying encounters and the other half very dissatisfying ones. The best way to complete your journal is to answer the questions immediately following a particular incident. If you try to do your entries from memory, the quality of the entries will suffer. Your inclusion of the important details of the service encounter will help you in writing your Service Encounter Paper at the end of the semester.
JOURNAL ENTRY QUESTIONS (Be sure to answer all 10 prompts)
Date and Time of Encounter: 
Name of Firm:
Type of Service (industry):
What specific circumstances led to this encounter?
What exactly did the firm/employee say or do?
From 1 to 7, how would you rate your level of satisfaction with this encounter? (1: Extremely dissatisfied, 7: Extremely satisfied)
What exactly made you feel this way?
What could the employee/firm have done to make you happier with this encounter?
From 1 to 7, how likely would you revisit this service firm? (1: Extremely unlikely, 7: Extremely likely)
Why?1. Date and Time of Encounter:
The date when I encountered the service is 22/01/2023 at 12:30 PM
2. -Name of Firm:
I received the services from KFC.
3. Type of Service (industry):
The type of industry is Restaurants and the services that I received is fast-food.
4. What specific circumstances led to this encounter?
On this specific day, the branch that I visited was quite busy than usual. I usually visit
the place but I have never witnessed a such large number of customers.
5. What exactly did the firm/employee say or do?
After waiting in a long queue to be serviced, the employees served other clients that
came after me, thus assuming my order. After inquiring about what led to such a
decision, the employee was rude to me. He also argued that if I did not like their service,
I could try a nearby fast-food joint for convenience.
6. From 1 to 7, how would you rate your level of satisfaction with this encounter? (1:
Extremely dissatisfied, 7: Extremely satisfied)
I would rate this encounter 3, following the arrogance and attitude of the employee.
7. What exactly made you feel this way?
I felt this way because they failed to consider my view as a customer. I have been a loyal
customer of that specific branch and even most of the employees recognize me.
However, I was not treated with the respect that every customer would expect from a
firm. Furthermore, I was dissatisfied with their service on that day because I spent close
to 35 minutes but I was not served. Besides, receiving negative remarks from the
employee shows a level of arrogance and a negative attitude toward the customers.
8. What could the employee/firm have done to make you happier with this encounter?
The employee could have apologized for the irrational behavior and promised me
that nothing of the type would happen to another customer. Alternatively, the company
should have punished the employee for the poor customer service and apologized to me
and other customers who were upset by the behavior of this employee.
9. From 1 to 7, how likely would you revisit this service firm? (1: Extremely unlikely, 7:
Extremely likely)
The likelihood of revisiting this service is 2.
10. Why?
I am not likely to quit KFC services, however, I am very unlikely to revisit this specific
branch following my bad experience with customer service.

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