Question

1. How would you design a service for self- recovery if a self-service failure in a technology- generated service encounter were to occur?

2. Why do service firms hesitate to offer a service guarantee?

3. Compare the worst service experience you've ever had to the best service experience you've ever had. What did the service provider do differently to make these experiences stand out in such contrast to one another? Consider all dimensions of the service package in your answer.

4. Describe an experience you've had where a service provider made a mistake and attempted to recover from that mistake. Which of the four approaches to service recovery did the service provider use? How successful was that provider in keeping you as a return customer?

Answer 1

Answer 1=

The self-service devices, for instance, ATM can be designed by having an attendant who can be helpful while using the service. This can be done with the help of an incorporated intercom in case of an unmonitored machine, a device can be used that can record the problem that can be addressed later. We can also employ some smart devices that will send the notification in case of any failure. On the other hand, human assistance ca also be placed in order to help the customer during failure. On the other hand, the Frequently Asked Questions (FAQ) can also be provided to the customers if they face any incidence of failure.

Answer 2= One of the main reasons for the organization to not to facilitate the guarantee on the services is that it is not possible to define the real standard of the service due to perishability and inability of storing the service. Different people have different perceptions and experiences of the service. This will result in a lot of claims even If there is a slight variation in the service quality

Answer 3= If I compare the best service experience and the worst service experience, then the differentiating points are the time taken to get the service In case of worst service, it took a lot of time even to get the simple order while in case of the best experience, it took just a few minutes. The response of the service providers was also one of the factors that differentiate this experience. The quality of service was also different in both the cases. The best service experience had the better service provide a response and my service request was resolved quickly and to my satisfaction, while in the worst case, the time took quite long and the quality of the service was no satisfactory.

Answer 4= Recently I was having problem with my telecom service provider as I was not able to get the right internet speed. In called the customer care and they addressed my problem quite fast. They used case by case approach of service recovery in which they addressed my complaint individually and appointed the technician to my flat and within an hour , the technician came to me and rectify the problem of sloe internet speed.

This was very successful in making me as a retained customer as I was very impressed with the quick and personalized response from the service provider.