service assignment

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Objective

To become more aware of critical aspects of the service encounter from a customer’s perspective.

Directions

We all have a number of such encounters each week, including (but not limited to) banks, airlines, dry cleaners, doctors, dentists, libraries, photographers, tutors, travel agencies, theaters, pest control agencies, phone companies, automotive mechanics, insurance companies, attorneys, accountants, copy centers, etc. You 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.

Requirements

Journal Entries: You are asked to complete 3 journal entry forms . A blank copy of the Journal Entry form follows this page (use separate form for each encounter). Each entry form will correspond to one service encounter that you have during the term. Be sure to completely answer the questions on the journal entry form.

Record an assortment of types of encounters from a variety of service industries rating them Extremely Satisfied, Fair or Good and Dissatisfied or Extremely Dissatisfied using the 1-7 ratings. Consider any home or car repair, electronics repair, maintenance agreements, travel, hoe repair or improvements, hotels, etc. Many other services are mentioned throughout the text. If you had some service encounters earlier in the year, you can include them. In the past, I have had students submit some outrageous, hilarious, unbelievable, frustrating, unresolved and successful service business encounters. The best way to complete your journal is to fill a form out immediately following a particular incident. Try and begin writing them up. If you try to do your entries from memory, or do too many at one time, the quality of the entries will suffer.

Service Encounter

Journal Entry #:______

Your Name: __________________________________

Name of Firm: __________________________________ Type of Service (industry):_____________________

Date of Encounter: ________________________________ Time Encounter Occurred:_____________________

What specific circumstances led to this encounter?

____________________________________________________________________________________________

Exactly what did the firm/employee say or do?

____________________________________________________________________________________________

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 that way?

____________________________________________________________________________________________

What could the employee/firm have done to make you happier with the encounter?

____________________________________________________________________________________________

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

____________________________________________________________________________________________