SERVICES MARKETING

Services Marketing

Service Encounter Journal

Service Encounter 1



What precise contributing elements commanded to this encounter?

I was looking for a journal in the Uni library because I have an allocation want to be done. Unfortunately I got lost between more journals because I didn't recognise how to perform explore in library website. Then, I resolved to depart the library aid office desk to request if there is any kind that could be wrapped up to save my time and make finding journals easier.

Exactly what did the firm/employee declare or do?

When I went to the library aid office desk, the librarian sat with me and presented me how I can perform search. In augmentation, she lectured me how I can tapered my explore as well as getting any elements from other universities' libraries in QLD. Then, she requested me some particulars about the journal that I was looking for and she looked it up in library databases then she drafted down its number on the shelf. After that, she granted it to me with a tiny booklet clarify how can learner perform explore in library website. Not only this, but she went with me to present me how I can find journals on sill and if I want any kind else.

How would you rate your stage of contentment with this encounter? (Circle the advantageous number).

Extremely unlikely

 

 

 

 

Extremely likely

1

2

3

4

6

7

 

What accurately made you sense that way?

Because I was truly baffled and betrayed but when I sensed from the librarian that my obstacle looked like to be her obstacle because of her involvement, I sensed satisfied.

 

What could the employee/firm have wrapped up to make you joyous with the encounter?

The librarian was very appreciating and attempted her best to resolve my problem. I am very gratified with worth of service she provided.

 

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

Extremely unlikely

 

 

 

 

Extremely likely

1

2

3

4

6

7

 

Service Encounter 2

2

 

Zaid Ali

St. Julian's Fitness

Fitness Centre

21 February 2010

11:30 AM

What precise contributing elements commanded to this encounter?

I have been a component of St. Julian's for virtually 7 years now. Like most mornings, I went to workout on the elliptical trainer.

Exactly what did the firm/employee declare or do?

Like most weekday mornings, the holders, who are male parent and teenager, were both working.

First, when I sauntered in and examined my ID at the office desk, the teenager (we'll call him Sean) did not view up from what he was performing to meet me. There were no towels lying out, so I requested him for one. I was advised basically, they are all dirty. Annoyed, since this eventuates regularly, I carried on into the cardio environs and set myself up on a machine. I went over to the paper towel dispenser to snatch a makeshift towel only to find the box was empty. I advised Sean the dispenser wanted to be refilled and ran to the wash room to snatch some ...