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Service Encounter Log

Journal Entry: 1 Your Name: Andezhath Nikhil Rajan Name of firm: Honda Exclusive showroom Type of Service (industry): Automobiles Time Encounter Occurred: 17:00 Product (if any) attached to the service: Two- Wheeler What specific circumstances led to this encounter? A friend wanted to buy a 2 wheeler and hence we decided to visit a Honda showroom. Exactly what did the firm/employee say or do? The receptionist greeted us warmly. She enquired us about our requirement and asked a sales executive to guide us through the range of vehicles available. He explained us all its features and offered us to test drive the scooter. After the test drive, he quoted the price of the scooter and that of the accessories.He also assured us of excellent after sales service. How would you rate your level of satisfaction with this encounter? (Circle the most appropriate number.) Extremely Dissatisfied 1 2 3 4 5 6 7 Extremely Satisfied What exactly made you feel that way? The treatment given to us was very warm. Detail explanation was given and all our queries were answered. What could the employee/firm have done to make you happier with the encounter? Encounter was satisfactory . How likely is it that you will go back to this service firm? Extremely Unlikely 1 2 3 4 5 6 7 Extremely Likely Why? It was a very pleasant experience of buying a vehicle. What steps as a student of services management you will take to improve the existing level of services? Date of Encounter: 09/01/2012

2 Customers can be encouraged to look around and checkout different models and sales executive support provided as and when customer requires.

Service Encounter Log

Journal Entry: 2 Your Name: Andezhath Nikhil Rajan Name of firm: Loop Mobile Type of Service (industry): Telecom Time Encounter Occurred: 12.30 Product (if any) attached to the service: Mobile Bill What specific circumstances led to this encounter? I went to apply for an offer of additional simcard which was available to customers who already had more than one post paid number. Exactly what did the firm/employee say or do? The loop mobile center had just one executive who greeted me warmly. He was very prompt in helping me with acquiring the new simcard . The documents were verified and executive even offered a choice of phone numbers to choose from. How would you rate your level of satisfaction with this encounter? (Circle the most appropriate number.) Extremely Dissatisfied 1 2 3 4 5 6 7 Extremely Satisfied What exactly made you feel that way? It was a very pleasant experience. What could the employee/firm have done to make you happier with the encounter? There could be more number of executives to assist customers. How likely is it that you will go back to this service firm? Extremely Unlikely 1 2 3 4 5 6 7 Extremely Likely Why? Loop offers me best fit plans for my usage so would continue with its services and the customer service experience was good. What steps as a student of services management you will take to improve the existing level of services? The staffing could be handled in a better way to reduce the waiting time for the customers. The could be a may I help you? desk added for general queries. Date of Encounter: 15/01/2012

Service Encounter Log

Journal Entry: 3 Your Name: Andezhath Nikhil Rajan Name of firm: Hakone Go Karting Type of Service (industry): Entertainment Time Encounter Occurred: 17:00 Product (if any) attached to the service: NA What specific circumstances led to this encounter? I went with my friends for Go Karting at Hakone. They had an offer going on at that time which claimed that a group of four or more would get a discount of 25%. When we reached there we were told that the discount could be availed of only between 10:00 am-12:00 pm. The timing wasnt mentioned in the advertisement. Exactly what did the firm/employee say or do? The attendant at the cash counter expressed his inability to do anything about it. How would you rate your level of satisfaction with this encounter? (Circle the most appropriate number.) Extremely Dissatisfied 1 2 3 4 5 6 7 Extremely Satisfied What exactly made you feel that way? It should have been companys responsibility to make sure the timing restriction was communicated to customers. What could the employee/firm have done to make you happier with the encounter? They could have provided us with some alternative discount offer. How likely is it that you will go back to this service firm? Extremely Unlikely 1 2 3 4 5 6 7 Extremely Likely Why? It was a very neutral experience so going there the next time will depend on other factors. Date of Encounter: 21/01/2012

5 What steps as a student of services management you will take to improve the existing level of services? Better communication and empowering the managers to take decision regarding miscommunication would help in retaining customers.

Service Encounter Log

Journal Entry: 4 Your Name: Andezhath Nikhil Rajan Name of firm: Seven Eleven Network Type of Service (industry): Cable Service Provider Time Encounter Occurred: 16:00 Product (if any) attached to the service: satellite channels What specific circumstances led to this encounter? I was not getting the regional Malayalam channels that my mother was interested in watching so visit was to request for the channels to be included in our contract. Exactly what did the firm/employee say or do? Initially i called up the customer care to resolve my issues. They assured me they would do the needful but the problem was not resolved. Then I visited their contact center and they told me it was not possible to include the required channels as they do not a contract with them. How would you rate your level of satisfaction with this encounter? (Circle the most appropriate number.) Extremely Dissatisfied 1 2 3 4 5 6 7 Extremely Satisfied What exactly made you feel that way? The problem wasnt resolved and the right expectation was not solved. What could the employee/firm have done to make you happier with the encounter? Conveying the right information would have helped me understand the issue. How likely is it that you will go back to this service firm? Extremely Unlikely 1 2 3 4 5 6 7 Extremely Likely Why? There are other service providers who have the channles required by my family. Date of Encounter: 04/02/2012

7 What steps as a student of services management you will take to improve the existing level of services? The channels provided by service providers in their contract should be explicitly listed out. We could have a dedicated customer support.

Service Encounter Log

Journal Entry: 5 Your Name: Andezhath Nikhil Rajan Name of firm: Golden Twig Type of Service (industry): Restaurant Time Encounter Occurred: 20:00 Product (if any) attached to the service: Food What specific circumstances led to this encounter? I had gone for dinner with my friend. The place specializes in Chinese food. Exactly what did the firm/employee say or do? We were greeted very warmly by the captain and we were ushered in. He remembered our favourite corner table and offered us the same. He suggested us on our orders. How would you rate your level of satisfaction with this encounter? (Circle the most appropriate number.) Extremely Dissatisfied 1 2 3 4 5 6 7 Extremely Satisfied What exactly made you feel that way? It was a pleasant experience . What could the employee/firm have done to make you happier with the encounter? The ambience of the restaurant can be improved upon. How likely is it that you will go back to this service firm? Extremely Unlikely 1 2 3 4 5 6 7 Extremely Likely Why? The consistent and cheerful service What steps as a student of services management you will take to improve the existing level of services? The ambience can be made better with keeping the clientele in my mind and feedback of customer should be consistently taken so that service levels and customer satisfaction is maintained. Date of Encounter: 07/02/2012

Service Encounter Log

Journal Entry: 6 Your Name: Andezhath Nikhil Rajan Name of firm: 24 Karat Type of Service (industry): Multiplex Time Encounter Occurred: 14:00 Product (if any) attached to the service: Movie Tickets What specific circumstances led to this encounter? I had booked tickets to Movie with my family over the internet. As per rules, we were supposed to reach there 30 mins before start of the show. Though we had reached there, we found out that our booked tickets had already been sold to others due to heavy demand. Exactly what did the firm/employee say or do? The employees initially wasnt ready to agree that we had booked tickets, however after showing him our transaction ID, he apologized, but expressed his inability to give us other tickets for the same show since the show was houseful. He offered us full refund. How would you rate your level of satisfaction with this encounter? (Circle the most appropriate number.) Extremely Dissatisfied 1 2 3 4 5 6 7 Extremely Satisfied What exactly made you feel that way? It was absolute unfair on part of the multiplex to sell our booked tickets to another person and yet not do anything to satisfy us. What could the employee/firm have done to make you happier with the encounter? Firstly, they shouldnt have sold our tickets. If that was done by mistake, they should have gone a step further and offered us VIP tickets and some complimentary offer as well. How likely is it that you will go back to this service firm? Extremely Unlikely 1 2 3 4 5 6 7 Extremely Likely Why? I would want to engage with a company that cannot keep its commitment nor satisfy its customers. Date of Encounter: 11/02/2012

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What steps as a student of services management you will take to improve the existing level of services? Goof-ups relating to selling of already booked tickets should be avoided. IN event of such happening, the employees should be empowered to do their bit in providing them with a better and alternative suggestion.

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Service Encounter Log

Journal Entry: 7 Your Name: Andezhath Nikhil Rajan Name of firm: Lifestyle Type of Service (industry): Retail Time Encounter Occurred: 15.30 Product (if any) attached to the service: Handbag What specific circumstances led to this encounter? I was shopping for a handbag to gift it to a friend of mine on her birthday. Exactly what did the firm/employee say or do? The handbag was selected by me and I had some queries regarding the colours available for the chosen handbag and the sales personnel on duty was quick to get me the desired colors from the sock room. How would you rate your level of satisfaction with this encounter? (Circle the most appropriate number.) Extremely Dissatisfied 1 2 3 4 5 6 7 Extremely Satisfied What exactly made you feel that way? The helpful and quick service. What could the employee/firm have done to make you happier with the encounter? It was satisfactory. How likely is it that you will go back to this service firm? Extremely Unlikely 1 2 3 4 5 6 7 Extremely Likely Why? The incident shows that the company really cares for its customers and is ready to help them out in case of a problem. What steps as a student of services management you will take to improve the existing level of services? Employees could be given a free hand to do their bit to improve customer experience at the stores. Date of Encounter: 15/02/2012

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Service Encounter Log

Journal Entry: 8 Your Name: Andezhath Nikhil Rajan Name of firm: Goodluck Laundry services Type of Service (industry): Laundry Services Time Encounter Occurred: 16:00 Product (if any) attached to the service: Clothes What specific circumstances led to this encounter? I had to attend a wedding and wanted to dry clean my blazer for the same. Exactly what did the firm/employee say or do? Since, my family is a regular customer of the shop, they agreed to get it done in couple of days. How would you rate your level of satisfaction with this encounter? (Circle the most appropriate number.) Extremely Dissatisfied 1 2 3 4 5 6 7 Extremely Satisfied What exactly made you feel that way? They exactly understood my situation and agreed to finish off the work in a day. What could the employee/firm have done to make you happier with the encounter? Home pick up and drop back for my clothes. How likely is it that you will go back to this service firm? Extremely Unlikely 1 2 3 4 5 6 7 Extremely Likely Why? Though the same job takes 5 days, they very well understood my situation and agreed to finish off the work in coupe of days. What steps as a student of services management you will take to improve the existing level of services? In such critical situations, offer the customer door-to-door delivery. Date of Encounter: 17/2/2012

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Service Encounter Log

Journal Entry: 09 Your Name: Andezhath Nikhil Rajan Name of firm: McDonalds Type of Service (industry): Fast food Retail Time Encounter Occurred: 20:30 Product (if any) attached to the service: McChicken Burger What specific circumstances led to this encounter? I went with my friend for a late evening quick bite before going home for dinner. We ordered for a couple of burgers and medium sized Pepsi . Exactly what did the firm/employee say or do? The employee at the cash counter greeted and asked what we would like to order?. Once we placed the order he suggested a meal offer of Burger, French fires and Coffee but we politely declined for that. How would you rate your level of satisfaction with this encounter? (Circle the most appropriate number.) Extremely Dissatisfied 1 2 3 4 5 6 7 Extremely Satisfied What exactly made you feel that way? The polite and prompt service. What could the employee/firm have done to make you happier with the encounter? It was satisfactory. How likely is it that you will go back to this service firm? Extremely Unlikely 1 2 3 4 5 6 7 Extremely Likely Why? In fast food retail we are looking for prompt service still maintaining the personal touch which is evident in McDonalds What steps as a student of services management you will take to improve the existing level of services? Take feedback from customers as much as possible to give customers of each and every McDonalds outlet service quality the way they need it to be. Date of Encounter: 21/02/2012

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Service Encounter Log

Journal Entry: 10 Your Name: Andezhath Nikhil Rajan Name of firm: Janata Motor Training School Type of Service (industry): Vehicle Training Time Encounter Occurred: 11:30 Product (if any) attached to the service: Driving License What specific circumstances led to this encounter? I went to enquire about the vehicle driving training charges. Exactly what did the firm/employee say or do? The person at the training school told me about their charges and the vehicle they train customers in (it was a Tata Indica). How would you rate your level of satisfaction with this encounter? (Circle the most appropriate number.) Extremely Dissatisfied 1 2 3 4 5 6 7 Extremely Satisfied What exactly made you feel that way? The person was courteous but the approach was casual in nature. What could the employee/firm have done to make you happier with the encounter? The employees can be trained to address customer in a professional way. How likely is it that you will go back to this service firm? Extremely Unlikely 1 2 3 4 5 6 7 Extremely Likely Why? The queries were anwered correctly but would prefer a more professional approach. What steps as a student of services management you will take to improve the existing level of services? Provide customers with a detailed pamphlet with charges and also tips on traffic rules. Date of Encounter: 22/02/2012

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Overall the best and the worst service experience was with

Best Service Experience: MCDONALDS

Worst Service Experience: Seven Eleven Cable Network