Q). Students are required to select a service experience.

They should describe their prior

expectations of the service, and how these expectations were formed. Students should then
discuss their experience of the service, and evaluate the extent to which expectations were
met. On the basis of their evaluation, students should offer three feasible recommendations
for the service.

Ans. – It was a humid and sunny afternoon when I shifted my luggage from New town hostel
to FE-66 at Salt Lake, Kolkata. The process required carrying heavy carton boxes filled with
books , some of which couldn’t even see the light of the day. I was exhausted and felt very
thirsty. To quench my thirst I went out to look for some refreshment once I had kept the items
in my new room.

I came across a tiny restaurant called ‘Nargis’. With whatever energy I was left with I just
entered inside the restaurant with my brain already seeking for ‘sweet lassi’ or ‘cool chaas’.
There was only one couple occupying central seat. I was asked by the waiter to sit in the
corner table. There was some problem with the AC as I started feeling too cold and I shifted
to some other seat. I was disappointed to see the lethargic approach of the waiter to bring the
menu. Lassi was not in the menu so I ordered for a coke. Normally coke is for Rs12 and they
were charging Rs 18.The waiter on hearing the order rudely said to me that “One coke order
alone won’t be served”. Few seconds back I was thinking of ordering one parantha with Coke
but on hearing such remark I left the restaurant feeling disgusted. I came back to my hostel
room and saw my dressing in the mirror. I wasn’t in that bad state!! For the last two weeks I
have been talking ill/badmouth of the restaurant services and my friends, some of whom
shared similar experience with ‘nargis’, are alienated with the restaurant.

Things that could be done by the restaurant:

1. Let the customer decide where to sit in majority of the cases.
2. Allow the customer to place the full order and simultaneously request for placing a
combo order. Like “Parantha & Pepsi”
3. Customer is “god” and he/she should be talked with due respect.
4. Politeness is the keyword for food industry.
5. Be active during working hours