Report on Customer Service
CASE STUDY: CUSTOMER SERVICE “SERVICE ENCOUNTER”
Teacher John O’Grady
Tammy Clarissa
24 March 2011
Contents
Executive Summary 3 Introduction 4 Service Encounter 5-6 * Types 6-7 Conclusion 8 Bibliography 9
Executive Summary
These days, services are very commonly sought. For a business, if one has good service towards its customers, it will surely gain repeat business, loyalty and thus, built relationships with their customers. Service encounter is mainly the service from the customers’ point of view. How they rate a business, what they think of it, their feedbacks, and more.
However, not many businesses possess this type of service. Even they have it, but it is not good enough to gain trust from customers. Some has poor service and they do not put in their best into servicing customers. That is why, some businesses put effort in training their staff, especially in customer service. Let’s make a restaurant an example. Once a customer experienced very bad service there, it is very likely that the customer will not come again. Customer will want to be respected and treated well. Customer is the king, because they pay for the service and goods they receive, and with that profit, business will be able to work well.
Introduction
This report basically talks about service encounter, and my own experience of service encounter between me as a member of the public as well as a worker in retail organisation.
The objectives of this report are to describe a service encounter and how to deal with it. Services are sometimes good and sometimes not done properly by the customer service. This report is to tell you a service encounter and evaluate it; is it good or bad, who is involved, who was in wrong, how will the customer feel and etcetera.
Service encounter is something that describes a service firm’s delivery of service or goods to the customers’ process. This process is the main topic, which is discussed and talked
Teacher John O’Grady
Tammy Clarissa
24 March 2011
Contents
Executive Summary 3 Introduction 4 Service Encounter 5-6 * Types 6-7 Conclusion 8 Bibliography 9
Executive Summary
These days, services are very commonly sought. For a business, if one has good service towards its customers, it will surely gain repeat business, loyalty and thus, built relationships with their customers. Service encounter is mainly the service from the customers’ point of view. How they rate a business, what they think of it, their feedbacks, and more.
However, not many businesses possess this type of service. Even they have it, but it is not good enough to gain trust from customers. Some has poor service and they do not put in their best into servicing customers. That is why, some businesses put effort in training their staff, especially in customer service. Let’s make a restaurant an example. Once a customer experienced very bad service there, it is very likely that the customer will not come again. Customer will want to be respected and treated well. Customer is the king, because they pay for the service and goods they receive, and with that profit, business will be able to work well.
Introduction
This report basically talks about service encounter, and my own experience of service encounter between me as a member of the public as well as a worker in retail organisation.
The objectives of this report are to describe a service encounter and how to deal with it. Services are sometimes good and sometimes not done properly by the customer service. This report is to tell you a service encounter and evaluate it; is it good or bad, who is involved, who was in wrong, how will the customer feel and etcetera.
Service encounter is something that describes a service firm’s delivery of service or goods to the customers’ process. This process is the main topic, which is discussed and talked
Bibliography: McGraw-Hill, (2008), Service Management: Operations, Strategy, and Information Technology, 6e, The McGraw-Hill Companies, New York. What is a service encounter? (10 Jun 2009), http://wiki.answers.com/Q/What_is_service_encounter http://www.marcbowles.com