Experience about one service experience

For this assignment, you are required to document your experiences with an extended service encounter – i.e. describe what happened, and how you felt. This extended service encounter might, for example, be an 8 hour flight from say Jakarta or Bangkok to Sydney, or an extended stay in hospital. It may be a series of visits to a bank to get a housing loan, an overnight (or longer) stay in a hotel, or it might be a series of transactions with a business service provider (architect, accountant, consultant). The encounters could be in Australia or overseas. It is important to note that in each of these examples, there are numerous opportunities for customer interaction with the firm’s employees, and/or systems, and each interaction has the potential to positively or negatively influence outcomes.

Quick Response

The most disappointing circumstance I have ever experienced included a visit to Japan and a night spent at a hotel. My expectations were not met particularly due to communication breakdown. I had booked a room facing the ocean but got one facing the city. The room I had booked was not available, this disappointed me, and I felt that the hotel did not take heed to my desires. I wondered if other people received the same treatment and experience in the hotel. I tried to engage the management but my pleas fell on deaf ears. I believe that customer interaction with the employees has the capacity to influence the customer’s satisfaction…

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