Service Encounter

Service Encounter

Service Encounter



Provide a description of the service encounter. FIVE reasons why do you think the company has provided you with the good service. For each of the reason, you are to research and support your discussion with at least one customer service concepts. Since it is a Good Service encounter, you will need to rate on a scale of 1 to 7 (1 being extremely unlikely and 7 being extremely likely) on the likelihood of you going back to the company. Provide REASONS for your rating. Explain why you would or you would not recommend this service to your friends. You need to research and identify the relevant customer service concepts from any customer service textbooks, online resources to support the service encounter you have described. Do not quote your source from lecture notes. Your explanations of the concepts should cover (not limited to): i. the explanations of the service concepts ii. the importance of the service concepts to the company and customers iii. how these concepts affect customer service iv. how they apply to your situation Based on the company that you have selected, discuss your views on how successful or how unsuccessful the organisation has been in their overall Customer Relationship Management (CRM) effort in meeting customer’s needs. In your discussion, address the following aspects: i. Explain if the company has applied or did not apply each of the 4 Principles of CRM ii. In your opinion, do you think the company will benefit from implementing a CRM system? Provide reason(s) to support your discussion

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