Service Journal Form
Name of Firm/Service Provider: CVS Pharmacy
Type of Service (e.g., gas station, bank, restaurant): Pharmacy
Date: January 18th, 2020
Time: Night time
How did the encounter take place? (e.g., in person, over the telephone, by mail, online?)
The encounter took place over the phone.
What specific circumstances led up to this encounter? (e.g. purpose, location, expectations, etc.)
The purpose of this encounter was to see when my prescription was ready. I was expecting to make a quick
phone call to see if I could go get my prescription.
Exactly what did the firm/employee say or do? Why? (include physical surroundings, if appropriate)
The employee first placed me on hold for almost 10 minutes. Then when I finally was able to speak with
someone, she informed me my prescription wasn’t ready. I wanted to double check if it was the right one they
were filling because in the past they have continued to fill the wrong one. The employee informed me which
one they were filling. I politely informed her that it was the wrong one and the employee responded in a
different tone with “well that’s the one we have on file so that’s the one we are working to get filled.”
Did the employee seem authentic in his/her role in the service encounter? Why or why not? (include a brief
description of the employee and his/her behaviors that led you to this conclusion)
The employee did not seem authentic. The employee sounded very irritated and stressed. The tone in the
employee’s voice had attitude that seemed like it stemmed from stress or irritability. After, she said that she
wasn’t really willing to help me understand what the issue was.
How would you rate your level of satisfaction with this encounter? (Highlight a number corresponding to your
feelings.)
Terrible Delighted
1 2 3 4 5
What exactly made you feel that way?
The tone in the employee’s voice and her not really answering my questions when asked. It was more her
trying to rush me off the phone.
What could the employee/firm have done to increase your level of satisfaction? What improvements need to
be made to this service system?
Could’ve helped me understand the issue. Apologized for the inconvenience.
How likely is it you will go back to this service provider?
Extremely Extremely
Unlikely Likely
1 2 3 4 5
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