SERVICES MARKETING

ASSIGNMENT-1

Submitted By:
Vaishnavi Vasudevan
Roll No: 131135
Section- A

Service Encounter Journal

Journal Entry: 1
Name: Vaishnavi Vasudevan
Name of Firm: BSNL
Date of Encounter: 10th Dec 2014

Type of Service (industry): Telecommunication

Time Encounter Occurred: 11:00 a.m.

What specific circumstances led to this encounter?

I was facing frequent network problem.
Exactly what did the firm/employee say or do?
The employee when contacted couldnt give a proper reply and kept giving other numbers to
lodge a complaint.
How would you rate your level of satisfaction with this encounter? (Circle the most
appropriate number.)
1
Extremely
Dissatisfied

7
Extremely
Satisfied

What exactly made you feel that way?

My complaint was handled in a very poor manner. There is no proper center to lodge a complaint
and the office located in Secunderabad is not managed properly.
What could the employee/firm have done to make you happier with the encounter?
There can be a better platform to lodge complaints. The staff should be trained more to treat the
customers properly.
How likely is it that you will go back to this service firm?
1
2
Extremely
Unlikely

7
Extremely
Likely

Journal Entry: 2
Name: Vaishnavi Vasudevan
Name of Firm: Fusion Beauty Salon
Date of Encounter: 14th Dec 2014

Type of Service (industry): Beauty Salon

Time Encounter Occurred: 4:00 p.m.

What specific circumstances led to this encounter?

I went to parlour to get my monthly beauty services.
Exactly what did the firm/employee say or do?
The staff explained about the special package for extra services.
How would you rate your level of satisfaction with this encounter? (Circle the most
appropriate number.)
1
Extremely
Dissatisfied

7
Extremely
Satisfied

What exactly made you feel that way?

The pampering given made it a pleasant experience. The overall experience was very relaxing.
What could the employee/firm have done to make you happier with the encounter?
The service could have been made better by playing some soft music during the beauty services.
How likely is it that you will go back to this service firm?
1
2
Extremely
Unlikely

7
Extremely
Likely

Journal Entry: 3
Name: Vaishnavi Vasudevan
Name of Firm: LIC
Date of Encounter: 24th Dec 2014

Type of Service (industry): Insurance provider.

Time Encounter Occurred: 2:30 p.m.

What specific circumstances led to this encounter?

I met my LIC consultant for settlement of maturity claim.
Exactly what did the firm/employee say or do?
The agent was quite courteous and assisted me in filling the form and processing the papers and
assured that the amount will be credited into my bank account within a fortnight.
How would you rate your level of satisfaction with this encounter? (Circle the most
appropriate number.)
1
Extremely
Dissatisfied

7
Extremely
Satisfied

What exactly made you feel that way?

I was given to understand from my father that the organization was notorious for their service
and had a very poor track record of customer satisfaction. They take unusually long time for
settlement of claims etc. However my interaction with the agent and the staff of LIC changed all
my perception about the organization.
What could the employee/firm have done to make you happier with the encounter?
While I was satisfied with the encounter, I wish they further improve their services and become
more customer friendly like the private sector companies.
How likely is it that you will go back to this service firm?
1
2
Extremely
Unlikely

7
Extremely
Likely

Journal Entry: 4
Name: Vaishnavi Vasudevan
Name of Firm: Emirates
Date of Encounter: 25th Dec 2014

Type of Service (industry): Airline.

Time Encounter Occurred: 10:30 a.m.

What specific circumstances led to this encounter?

I went on a holiday with my parents to Dubai and travelled by Emirates...
Exactly what did the firm/employee say or do?
The quality of service was excellent. The employees are quite friendly and courteous. Very
punctual.
.
How would you rate your level of satisfaction with this encounter? (Circle the most
appropriate number.)
1
Extremely
Dissatisfied

7
Extremely
Satisfied

What exactly made you feel that way?

From the time we entered the aircraft, we were treated like a king. The in-flight service was
excellent and the operation staff also ensured that the aircraft was clean and well maintained.
The cockpit crew maintained punctuality and the arrival at Dubai was ahead of schedule. At
Dubai the baggage was received within no time and the terminal and the facilities were great.
What could the employee/firm have done to make you happier with the encounter?
They made me quite happy with the service and hope they will continue to maintain their high
standard of service.
How likely is it that you will go back to this service firm?
1
2
Extremely
Unlikely

Likely

7
Extremely

Journal Entry: 5
Name: Vaishnavi Vasudevan
Name of Firm: Care Hospital
Date of Encounter: 30th Dec 2014

Type of Service (industry): Hospital

Time Encounter Occurred: 3:00 p.m.

What specific circumstances led to this encounter?

I visited the hospital for regular medical checkup.
Exactly what did the firm/employee say or do?
They take extremely good care of the patients; service quality is excellent, housekeeping very
good and value for money.
How would you rate your level of satisfaction with this encounter? (Circle the most
appropriate number.)
1
Extremely
Dissatisfied

7
Extremely
Satisfied

What exactly made you feel that way?

Doctors, nurses and other paramedical staff are very friendly, they take utmost care of the
patients and give proper advice. The hospital is very clean and tidy.
What could the employee/firm have done to make you happier with the encounter?
They have done their best to make their customers happy with the excellent service and hope
they will make continuous improvement in the service quality with up gradation of technology
and regular training to their employees.
How likely is it that you will go back to this service firm?
1
2
Extremely
Unlikely

7
Extremely
Likely

Journal Entry: 6
Name: Vaishnavi Vasudevan
Name of Firm: Ohris
Date of Encounter: 31st Dec 2014

Type of Service (industry): Restaurant

Time Encounter Occurred: 9:00 p.m.

What specific circumstances led to this encounter?

I visited this restaurant to celebrate the New Years Eve. I have been here a lot of time and the
reason for choosing this place was that it always gave me a good service experience. The
ambience and the quality of overall service made me to visit this place again.
Exactly what did the firm/employee say or do?
The experience was good. The restaurant understood well that it was going to be a busy evening,
keeping in mind the festival season, and hence made all the necessary arrangements to handle
huge crowd without making them to wait for long. The firm made sure to train the waiters
properly to handle good number people at the same time.
How would you rate your level of satisfaction with this encounter? (Circle the most
appropriate number.)
1
Extremely
Dissatisfied

7
Extremely
Satisfied

What exactly made you feel that way?

The satisfaction was high because everything from the warm greeting at the entrance to the
billing process was a delight. The staff was cheerfully greeting and taking care of each table. We
didnt have to wait for long and the service was prompt. The food served was also up to the mark
which left me very happy. The billing process was quick and prompt.

What could the employee/firm have done to make you happier with the encounter?
I was extremely satisfied and in my opinion the restaurant did everything possible to make it a
great evening for all its customers. Apart from a quick valet service, the restaurant was able to
manage everything in a good manner.
How likely is it that you will go back to this service firm?
1
2
Extremely
Unlikely

7
Extremely
Likely

Journal Entry: 7
Name: Vaishnavi Vasudevan
Name of Firm: APSRTC
Date of Encounter: 10th Jan 2015

Type of Service (industry): Public Transport

Time Encounter Occurred: 6:00 p.m.

What specific circumstances led to this encounter?

I took the bus service for local travel to a temple
Exactly what did the firm/employee say or do?
The bus staff could have been properly attired and should be given training for proper
interaction with the customers.
How would you rate your level of satisfaction with this encounter? (Circle the most
appropriate number.)
1
Extremely
Dissatisfied

7
Extremely
Satisfied

What exactly made you feel that way?

Cleanliness and maintenance not up to the mark and also the staff behavior should be more
friendly.
What could the employee/firm have done to make you happier with the encounter?
Regular maintenance and proper upkeep. The management should give proper and regular
training to their employees.
How likely is it that you will go back to this service firm?
1
2
Extremely
Unlikely

7
Extremely
Likely

Journal Entry: 8
Name: Vaishnavi Vasudevan
Name of Firm: HDFC net banking
Date of Encounter: 13th Jan 2015

Type of Service (industry): Banking

Time Encounter Occurred: 7:00 p.m.

What specific circumstances led to this encounter?

I utilized the net banking facility to pay the bills.
Exactly what did the firm/employee say or do
Gave suggestions to pay the bills through net banking.
How would you rate your level of satisfaction with this encounter? (Circle the most
appropriate number.)
1
Extremely
Dissatisfied

7
Extremely
Satisfied

What exactly made you feel that way?

There is rush and wasting of time. I can pay at my convenience.
What could the employee/firm have done to make you happier with the encounter?
Better and sooner reply to customer queries.
How likely is it that you will go back to this service firm?
1
2
Extremely
Unlikely

7
Extremely
Likely

Journal Entry: 9
Name: Vaishnavi Vasudevan
Name of Firm: Indian Overseas Bank
Date of Encounter: 14th Dec 2014

Type of Service (industry): Banking

Time Encounter Occurred: 10:15 a.m.

What specific circumstances led to this encounter?

I faced problems in withdrawing money from my account
Exactly what did the firm/employee say or do?
I was informed that the account is dormant and has to be activated and that I need to fill in the
KYC form and a few documents.
How would you rate your level of satisfaction with this encounter? (Circle the most
appropriate number.)
1
Extremely
Dissatisfied

7
Extremely
Satisfied

What exactly made you feel that way?

Though the employee was quite helpful, the system and procedure is quite cumbersome. The
process to reactivate the account is time consuming. I have account with other private sector
bank and the issues are resolved immediately across the table.
What could the employee/firm have done to make you happier with the encounter?
The bank should simply their process and the employee should be empowered to resolve such
issues at the branch level itself rather than referring to the Head Office.
How likely is it that you will go back to this service firm?
1
2
Extremely
Unlikely

7
Extremely
Likely

Journal Entry: 10
Name: Vaishnavi Vasudevan
Name of Firm: PVR cinemas
Date of Encounter: 16th Jan 2015

Type of Service (industry): Entertainment

Time Encounter Occurred: 1:00 p.m.

What specific circumstances led to this encounter?

The encounter took place while booking the tickets for a movie.
Exactly what did the firm/employee say or do?
The theatre made sure to provide a good experience to its customers by providing them ample
seating arrangement and good ambience.
How would you rate your level of satisfaction with this encounter? (Circle the most
appropriate number.)
1
Extremely
Dissatisfied

7
Extremely
Satisfied

What exactly made you feel that way?

Though the overall service was good, the person booking the tickets was a little confused and
messed up by giving a wrong ticket.
What could the employee/firm have done to make you happier with the encounter?
The firm could try to have more counters for tickets to avoid long impatient queues.
How likely is it that you will go back to this service firm?
1
2
Extremely
Unlikely

7
Extremely
Likely