Service Marketing Journal Forms

Journal Entry Forms

Service Encounter Journal Entry: 01 Your Name: Rabia Javed Name of Firm: Mobilink C-S-C Date of Encounter: 02-12-2012 Type of (industry): Service Time Encounter Occurred: 3:30 PM

What specific circumstances led up to this encounter? This was from my personals experience I go to Mobilink Customer Service Center Multan. There was problem in my call that whenever I make call to any one call disconnects within a minutes and signals got weak. Exactly what did the firm/employee say or do? When I go there was 4, 5 CSR's for helping me. They asked me about my problem which I facing while making call, they enter my number in their system and checked out the issue which I facing. How would you rate your level of satisfaction with this encounter? (Circle the most appropriate number.) 1 2 3 4 5 6 7 extremely extremely dissatisfied satisfied What exactly made you feel that way? They make my complain SR(Service Request) and said me that the issue with your number will be resolved within 24 hours. The way of treating behavior with me was very well, the office environment makes me also happy as what they said also shows to their customers with their. What could the employee/firm have done to make you happier with the encounter? The way of treating, welcoming environment of office service providing and the physical evidence all over makes me happier with that encounter which I feel over in that office. How likely is it that you will go back to this service firm? 1 extremely unlikely 2 3 4 5 6 7 extremely likely

Service Marketing Journal Forms

Service Encounter
Journal Entry: 02 Your Name: Rabia Name of Firm: Sammi Daewoo Date of Encounter: 20-09-2013 Type of Service (industry): Service Time Encounter Occurred: 10:00 AM

1-What specific circumstances led up to this encounter? This was Tuesday I come back from home Islamabad to Multan in Daewoo Bus Service which is very well known nowadays in transportation service. I just come up to Multan and didnt know my times passes on very good in that 8 hours journey. When I arrives at Multan terminals I picked up my all things and go to my home. 2- Exactly what did the firm/employee say or do? When I arrived to my home and making my all things separated unfortunately my one bag was there at Multan Sammi Daewoo Terminal, I go right now there to find out my that bag. There was too much rush over there of passengers and other people I go service counter that I have forgotten my bag over there. The person ask me to show your ticket copy which you had and I showed him that copy and amazed to know that they safed it very well condition. How would you rate your level of satisfaction with this encounter? (Circle the most appropriate number.) 1 extremely dissatisfied 2 3 4 5 6 7 extremely satisfied

What exactly made you feel that way? The overall situation which I faced during that travel makes me happy as the situation which I faced during my bag which I left over there at Daewoo terminal. The management over there was very well, helping and organized also, they safe my that bag and also call back me that I have forgotten my bag over there you can come over there and picked your bag from customer services counter. What could the employee/firm have done to make you happier with the encounter? I was very satisfied with the behavior of that person over there on services counter and throughout the whole process which I faced over there. That experience was good at all and that process makes my valuable time safes and built a good impression for that time.

Service Marketing Journal Forms

How likely is it that you will go back to this service firm? 1 extremely unlikely Additional comments: 2 3 4 5 6 7 extremely likely

Overall my experience over there was very good as compared to other bus services providing agents as they really care of their customers and giving them value care and safety also. As Daewoo is Korean Company which works over there in Pakistan so what they said also commits on it as the encounter which I faced over there from Islamabad to Multan.

Service Marketing Journal Forms

Service Encounter
Journal Entry: 03 Your Name: Rabia Javed Name of Firm: Stylo Shoes Date of Encounter: 08-19-2013 Type of (industry): Service Providing Time Encounter Occurred: 4:55 PM

What specific circumstances led up to this encounter? It was a nice day and I was in market with my family. I want to buy shoes for my cousins marriage for this me and my sister go to Stylo Shoes shop which was located in Multan. Here I selected a nice pair of shoes with was also matched with my dress also. It was looks very nice as their brand name also very well known so I bought that shoes from there. Exactly what did the firm/employee say or do? As there no many days go on the pair of shoes which I bought from there was broken as I didn't use it one time. I go to shop and said to person sitting on front counter all what go on with me. He didn't take it and making lame excuses over me that it takes time, company didn't take responsibility, it takes many days to come back from factory e.t.c... and saying me that you buy new one. This was very bad service encounter with me from Stylo Shoes and making my time waste. How would you rate your level of satisfaction with this encounter? (Circle the most appropriate number.) 1 extremely dissatisfied 2 3 4 5 6 7 extremely satisfied

What exactly made you feel that way? By that brand name I didn't think of it as experience which i get from there. As no one over there given positive response to me, there other customers also get that experience which I have with Stylo Shoes but that was sad also. As this was their's responsibility to take care of their customers their brand name in front of customers, and also give them importance but that was not good which I really have with it. What could the employee/firm have done to make you happier with the encounter? In this stage if they want to retrained their customers then they should give them care know about their expectations and make value. They should also provide after sale service avoid bad situation encounter which I feel there and provide some more offers also.

Service Marketing Journal Forms

How likely is it that you will go back to this service firm? 1 extremely unlikely 2 3 4 5 6 7 extremely likely

Service Marketing Journal Forms

Service Encounter
Journal Entry: 04 Your Name: Rabia Javed Name of Firm: Adamji Sajji Restaurant Multan Date of Encounter: 07-23-2011 Type of Service (industry): Food Service Time Encounter Occurred: 9:30 PM

What specific circumstances led up to this encounter? After giving test of my final university paper I went over to my family to relax and have fun over many days of exams. Then we make plan and decided to go out after having long drive we go to Pizza Hut as we all were feeling starving. We as family go out drove on car go around Pizza Hut, after much discussion we chose make order of Chicken Tikka Pizza. Exactly what did the firm/employee say or do? As we walked in there, there too much rush of customers as we have to wait for over queue for at least 10 minutes. Over there waiters was not good in their job as looks like they didn't do this job before and they continuously saying us to wait wait..and ignored us. They didnt bring out our order and seemed concerned about other tables. We had to go out to the waiter let to know that we were sitting down and make you order for pizza. How would you rate your level of satisfaction with this encounter? (Circle the most appropriate number.) 1 extremely dissatisfied 2 3 4 5 6 7 extremely satisfied

What exactly made you feel that way? By our own experience as my with my family over there was not good we have to wait for our order at least 20 minutes and which was not good as this is not local food chain which was working there in Multan and other cities, but overall there service over there in Multan was not good as looks like they didn't train their order takers well. As in Islamabad their way of treating to customers was very well as compared to Multan Pizza Hut. What could the employee/firm have done to make you happier with the encounter? They could have had to give time equally to others as there are families and other persons too they should have fast delivery chain. As over there we didn't enjoy well as we enjoy there on other places, we could have eaten ten different other places but there we have good experiences overall.

Service Marketing Journal Forms

How likely is it that you will go back to this service firm? 1 extremely unlikely 2 3 4 5 6 7 extremely likely