Service Encounter Paper

Prepared for: Zarjina Tarana Khalil (ZTK)

The Best Encounter

Service Providers Name: Babul Bhai (Tailor Master) Type of Organization: Tailoring Service Area of Operation: PRIAYANGON Market Mirpur road, near New Market Customer since: 2009

The Best Encounter

The Encounter (12/02/13)
I went there to pick up my clothes. While collecting them I found out that my tailor ruined 2 of my kameez so I was upset with that.

I left the place leaving two more kameez to sew.

He fixed the kameezs and dropped them off at my place He not only fixed the old ones but also made sure the new ones were

made properly
Seeing my loyalty as a customer he also gifted me 2 kameezs

The Best Encounter

What makes Monica Tailor an excellent service provider?
1. Recognition of Loyalty
The Tailor Master knows the value of the customers loyalty and portrayed it clearly in the encounter Occasional loyalty rewards motivates customers to be more loyal The display of gratitude and respect solidifies the bond with loyal customers Keeps them above the competitors in the customers eyes

The Best Encounter

2. Responsiveness
The Tailor Master always handles customers complain in a significant way He not only makes sure that the clothes are fixed properly but also follows up by asking if its perfect now or not He never argues with anyone and if he has to fix the clothes

again incase of customers urgency he drops the clothes to the

customers home of free of charge.

The Best Encounter

3. Reliability
I was in a hassle in arrangements of my cousins wedding taking this as a consideration he dropped of my clothes Second time if I have ever given to fix my clothes he makes sure its done properly Proven by the fact that I expected him to only fix it, but by

dropping it home he solved my problem of going to that place

to just pick up my clothes.

The Worst Encounter

Service Providers Name: Brac Bank Limited Type of Organization: Private Bank Area of Operation: Dhanmondi Branch Customer since: 2007

The Worst Encounter

The Encounter (31/01/13)
I had to take a token and wait for an hour for my turn to go inside. I had to renew my ATM card but without asking for further details she hand over me a form to fill up

I was not prepared because the details were with my father.

The employee sitting there was not helpful Instead of helping me she was giving me an attitude to finish filling it up early.

This level of unprofessionalism is not expected from a reputed bank.

The Worst Encounter

Problems
Lack of Quality Standard
They should have better waiting areas Provider Gap 3 (Not delivering to service standards)

Lack of Communication Skills

They do not listen to their customers rather deal with a overall judgment. Provider Gap 1 (Not knowing what customers expect)

The Worst Encounter

Poor Behavior of the Employees
No signs of apology Seemed least bothered with how the customers feel Employees may have a bad mood which effects the service as well

The Worst Encounter

Recommendations
1. Improve the servicescape
Make an appropriate waiting areas

Should consider the urgencies of customers

2. Improve Communication skills

Employees should discuss with their clients first There should be a friendly conversation between the clients and the frontline employees

The Worst Encounter

3. Improve the staffs behavior
Training Lectures would be more cost-effective Occasional rewards for employees who fulfill their roles correctly Apart from core service, most customers judge a service providers quality by their interactions with its employees

Improving this would decrease the spread of negative word of

mouth.