Based on your actual personal experience, describe a specific service encounter

Question

Based on your actual personal experience, describe a specific service encounter in which you were very dissatisfied. Using the Service Encounter Triad, describe what you think were the motivations of each of the three parties in the Triad (the “Contact Person”, the “Service Organization”, and yourself as the “Customer”) and explain why these three parties were unable to create a mutually beneficial service encounter. What could the service organization have done differently to avoid this problem

Explanation / Answer

Answer: The service encounter in which I was highly dissatisfied was related to my mobile bill. I have a postpaid mobile connection and my monthly bill comes out to be around $50. One month I goa a bill of $150 and I was shocked to see so much of amount. When I asked the customer service representative they told me that as I used some additional services for this month that is why I was charged with this amount. I explained to him that I used nothis addtional except my telephone calls that comes under $50 only. Nothing made him understand my grivience and I lost $100 that month.

This is a particular case which explains how service encounter triad becomes dysfunctional. The three parties in the triad are:

1. The customer.

2. The service organization and

3. The contact personnel.

Here the motivation for the customer to buy the service is to get the maximum satisfaction and control over the transaction. The motivation for the service organization is to deliver quality service and to enhance effitiency. The motivation for the contact personnel is to enhance effitiency wit some autonomy.

I my case both the parties failed to provide the satisfaction to the customer and thus failed to impart effitiency in the whole transaction. The company did not respond to my compalaints and thus the whole idea behind deliverence of the quality service became futile. Similarly customer service representative also used too much of his autonomy for the job and forgot about the effitiency of his transaction.

The service organzation should have taken up even this small cas every serviously and checked the complaint with all the parameters. Making such an investigation would have increased the satisfaction of the customer and also increased the faith that the company is impartial in its acts and deeds.

Related Questions

Navigate

• Browse (All)
• Browse B
• Subjects

Integrity-first tutoring: explanations and feedback only — we do not complete graded work. Learn more.