SERVICE ENCOUNTER

Service Encounter

Service Encounter

Date of service encounter: 26th April, 2010 Name of firm: NatWest bank Service Encounter no: 1 Elaborate on the service en counter

I had recently received a bill my telephone contract, and had to place the money in my bank in order to pay the bill online. For this reason I walked into town and entered my NatWest bank. Once I entered I walked to the cashier unimpeded as there were no waiting customers. Once at the cashier's desk I told the bank's employee I wished to deposit a certain amount of money. He asked me to place the money into the standard cashbox and place my card into the machine. He then confirmed to mc the amount of money which I wished to deposit and asked me to check the readout on the card machine before entering my pin and confirming the transaction. He then asked if there was anything else he could assist me with today to which I responded no, before wishing me good day I then left the bank and returned to my studies.

My satisfaction rating of the service encounter

I would give this service transaction a rating of five. The service I received was informative, polite, and efficient. These characteristics combined to present a thoroughly enjoyable banking experience.

My analysis of the situation

This service encounter was one of high contact. My exposure to the service provider was 2 fold, consisting of the physical environment and the interaction. Analysis of both factors proves to be positive based on this meeting. Firstly, the physical elements of the business were well maintained, with obvious signs of both external and internal maintenance, by which I mean the obviously signs of the company employing a cleaning specialist. Upon my entrance to the branch, there was a smell of lemon, which I presume was a cleaning agent. Secondly, there was the excellent exposure to my moment of truth with the banks teller. I could tell, by the structure of their vocal discourse that cashier was following a carefully structured blueprint.

Through my encounter, I noticed that the banks teller was processing information available to him through the banks computer network. In a service encounter of such backstage complexity, the best means of providing a successful service, such as banking is by the use of technology, a factor which impressed upon me a sense of trust. Additionally in this transaction, the need for speed was not apparent and as such created a clear divide between the information processing element and the mental stimulus element.

The service concept of NatWest responded to my reeds through a physical channel, yet provides the supplementary service of product delivery through electronic means via the internet. This shows me that the company has a well thought out business model, allowing customers to use their services in whichever condition suits them best.

My likelihood to returning to this firm and why

I would say on a scale of 1 to 5, the likelihood of me returning to ...