Journals

On

Service Encounters
25 November 2015

Submitted to

Submitted By

Mr. Siddharth Bajpai

Amit Mehla

Content
S.No
.
1

Topic
Service Encounter With Flipkart

Service Encounter With Haryana Roadways

Service Encounter With Poha-Jalebi wala

Service Encounter With Kiryana Shop

Service Encounter With Ola cabs

Service Encounter With Mahavir Restaurant

Service Encounter With K.U.K. University

Service Encounter With Brokerage Firm

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Takeaways from all these Service Encounters

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Service Encounter with Flipkart

Thursday, 29 October 2015

I had ordered(OD203179905405086100) JBLT250SI over the head Headphone from Flipkart

Mega sale offer on Thursday, 29 October and confirm C.O.D. Order was sent by Flipkart through
their courier partner e-kart even before date what they promised. I was very happy with their
delivery system. Product was good and in well condition but after three days one side of
Headphone stop working I got angry as I was thinking that by providing sales offer they are
manipulating the people. Immediately I raised alarm on their mobile app regarding this issue and
initiate a process of return. But I was given the reason that there is only Replacement policy. So I
went ahead and requested for it. Thanks God! It was written there that product can be replaced if it
was found defecated within one month. I got the information that my replacement has been initiated
and you will get another similar product within 48 Hours. The similar product was again delivered
within specified time and defecated Headphone was replaced without any agitation.
The whole process was so smooth that the perception that I received after problem was suddenly
changed. But as this was my first order on Flipkart may be it was because of they want to retain me
or it can be any reason. So just to check them, after two days I again initiated a process of
replacement by telling them the same problem and even this time the same process was repeated
and I got the product within stipulated time.
These incidents shows how much they are concern about their customer and how much reliable
their process is. This incident breaks my all perception, hesitation of online purchasing. I dont
know whether such type of culture is prevailing in other e-commerce site or not but the experience
that I got from Flipkart will definitely A Moment of Truth for me. After onward whenever I am
going to search or want to order I prefer Flipkart.
To conclude, this was the best experience for me as it also becomes Moment of truth for me that Ill
never forget. All this qualities can only be in reliable, ethical and in committed company. Despite
many pros and cons for others one, Im hoping that Flipkart prevail this value throughout the future
and continue in gaining customer faith.

Service Encounter with

Haryana Roadways
Monday, 9 November 2015

Haryana Roadways A synonymous to adventurous trip, is most excitable, fast and smoothening
Journey according to my perception. Well this was not the first time when I was travelling from
Delhi to Kurukshetra but every time whenever I travelled by Haryana Roadways there is prediction
of something new, something that differentiate Haryana roadways Bus driver oh Sorry!!! Pilot
should be right word for them, from other states Roadways drivers and conductors. May be its
because of their humorous nature or maybe its the way how they interact with passenger but yeah I
love these entire things. Yes it can be most embarrassing and awful journey for others but if one can
adjust with their humorous part it can be most beautiful for them also.
Coming to the point, it was Monday morning right @ 7.45 AM when I was at Delhi ISBT bus stand
looking for Kurukshetra Bus. Fortunately a Kurukshetra depot bus was standing there; I went to bus
conductor and took Kurukshetra destination ticket with seat no. So all went well and proper with
smoothly without any taunting and sarcasm take place, maybe its because of we were sharing the
same culture and background.
Till Sonepat I didnt met my expectation of humorous part except the speed one. But at the time
when one drunker and smoker get in the bus, all my wishes & expectation start fulfilling. I am
narrating one incident here- when the smoker one start smoking in the bus immediately the
conductor shout Re bhai ya chimnni kis mama ne jlai, dikhta koni yo public place h and when
he identify that men again he shout on him Susre ke tnne ya a jgah mili fukan ki, band krle isne,
fuk fuk ke tnne apni bhi shkl tarzan jaisi krli, krle bnd is dhunni ne.
Now its hardly matter for others whether they are travelling in Haryana Roadways or any other
states transport as they just get in whomsoever will come first. Neither the Bus driver nor the
conductor of Haryana roadways applying marketing strategy for increasing their customer base as
they have nothing to do with revenue of Haryana, they are doing their job and following their
nature. But somewhere down the line only that instinct of their nature attract me to travel in
Haryana roadways even Ill wait one hour just to travel in that. And this case is not only with me
there are lots of people who love to travel in Haryana roadways. Even if talks about services they
are not waiting to fulfil the whole bus like other roadways and thats what a traveller want. Overall
it was a very good experience for me and off course will be till Ill not the target of their humour.

Service Encounter with Poha-Jalebi wala

Thursday, 19 November 2015

It was started when we shifted our PG from Vijaynagar to Bangali square when we started to give a
daily morning visit to Poha-Jalebi wala for breakfast purpose. On day first itself the expression that
we got from him was really an attracting one, even with lots of customers he gave his attention to
each and every one and never forgets to pass smile that is still continuing. Besides his expression he
is so humble and kind that even if we ask him for extra Jalebi he will give us without any extra
charging. Only his nature of giving personal attention to each and individual customer differentiate
him from others similar Thella wala and thats the reason why he is always encircle with lots of
customers besides the reason of quality also.
Now it was after our Diwali visit when I noticed him to still prevailing that attitude even with an
extra efforts as he talked about our Diwali visit and place from where we are, thats something
where a customer feels a part of family member and have a faith and attachment to service provider.
Now is it his nature or he is doing all this for loyalty purpose I dont know but one thing I am sure
about the way he is interacting with his customer, the way he giving personal attention to each
customer; is definitely a sign of good marketer. And definitely it can be illustrated that a marketing
person doesnt only mean that he or she is a PGDM/MBA degree holder, its far more than that.
It is something like he knows how to walk in customer shoes. Being a customer centric person he
understands aspects of customer and thats his biggest strength. Now everyone knows future is
uncertain but if he prevails all these values and approach in future definitely hell not lose the
customer base. Instead words of mouth will spread to more & more consumer.
Now as he has good customer base and knowledge of building relationship, he can further expand
his business means he doesnt need to stick only with Poha-Jalebi business rather he can also sell
fast food items such as Bread-Pkoda, Smosa and Pettis etc. So by just following his nature and
strategy he can increase his revenue. Lets hope for the best for him.

Service Encounter with Kiryana Shop

Wednesday, 4 November 2015

The service encounters that now I am going to mention is one of the worst experiences that I ever
had. It was about way back one month ago when we were started to purchase households things
from one of the Kiryana store situated at Kannadia road, Bangali square. During the starting period
we were thinking that the men who selling his item is too busy in locating the items where he kept
but as soon as we continue, we identified its not like that but he is to lazy and lethargic person that
he himself dont want to manage the whole things.
As we continued purchasing the items, situation got further worsen. Whenever we need even a
single item says Rs 5 Biscuit we had to wait 5-10 minutes not because of unavailability of biscuits
pack but because he was watching TV serial and he doesnt want to miss that. Till now I never saw
a person who is very fond of TV serials and even can bargain his customer for that. The shop that
makes him capable of buying that TV, the shop on which his entire earning depends, the shop that
sustains his family; he is bargaining with that. The only reason why his shop is running; is the
market position, the entire market has that single shop, and if there are one or two shops that are
unorganised and owner of those shops are even more lethargic.
Cross selling is good but with certain attitude and conversation between customer and seller, but
here what he was doing is if we asked him to give certain product he give something else without
even saying a single word and when we told them we dont need this product he just ignore our
saying and continue to keep his eye on TV serial. Either we are such a dumb or he was too smart
but the behaviour that he shows is really above my head.
The reason why we was buying product even because of so much hatred, was that we want to build
a relationship with him so that during the financial instability period we can purchase from him on
credit and even we succeed in our plan but unfortunately he started manipulating us by jotted down
something else so when we noticed this we stop buying item from his shop and clear our due
whatever was pending.
Now if he would carry this similar attitude in future the days will near when nobody comes to his
shop. The only suggestion that I can give him to change his attitude and behaviour and stop
watching serials instead watch your customer what they are demanding and need.

Service Encounter with Ola cab

Wednesday, 28 October 2015

I normally use to call local auto people of my

surrounding. Some auto drivers use to reject because
of their own reason, some drivers ask for more fare and but if someone ready to take thats only
after so much of negotiations. Then I heard name of Ola cabs but I was in a conception that the
basic fare of Ola & per Km charges are very high. But thank God!! For their promotional coupons
where they are providing first Rs. 200 ride free and even if I invite one friend then again Ill get
another Rs. 200. These promotional coupons were come up with a Ramban for me. From then I
decided not to call auto driver and will go for Ola Cabs.
There is no confusion, no negotiations involved and will inform about price and all if you want;
easily book the cabs with their app. Trustworthy drivers at least till now I got all trustworthy, well
tracking system, immediately after your ride youll get invoice in your mail box even there is
feedback system for driver behaviour so everything is just awesome.
But there was one incident that leaves a negative impression on me. Actually that was not fault of
Ola driver but we initiated the whole tussle and behind that there was solid reason. It was when we
went to Bhopal for trip and we booked Ola sedan as we were seven persons at that time. We
received an Innova, but driver was saying that Ola only allowed five people not more than that and
mentioned if you all want to sit then you have to pay extra 50% of the bill. We agreed what he told
as it was first time when we went to Bhopal and we were not much aware about the roads and
destination. We saw on Google map that it was approximately 15 Km far where we were standing.
So we thought it hardly takes 20-25 minutes to reach there but the cab driver cheating on us on took
us from the longer side for his self interest and it took nearly 1 hour to reach final destination i.e.
Manav Sanghralya. The driver asked us to pay Rs. 360 (Rs. 240 Bill amount+ 50% extra). We
asked for Bill of 50% extra amount but he refused and told I took all of you on my risk so there is
no bill for extra 50%.
Somewhere down the line what he was saying was right but the manipulation that he played during
the ride was not good so we resist that we need bill and until you will not provide well not pay a
single penny of extra 50%. And the tussle went on and on, finally he told us ok just give what your
invoice say and ended the conversation. We paid the due and went ahead.

Im not blaming that Ola services are bad but there are some drivers who ruining the image of
company. So they need to be cautious about that.

Service Encounter with Mahavir Restaurant

Thursday, 19 November 2015

It was on Thursday, 19 November 2015 when we went to a recently

opened restaurant. Actually we want to eat Choole Bhature as it was also mentioned one of their
board also. So we asked them whether or not will they provide Choole Bhature then they replied
sorry it cant be possible. First of all as we know first impression is the last expression so if it was
mentioned on board Im not telling on menu card then at least they should try to prepare for it.
When we thought ok lets go from here somehow the same person came back and told us sir just
please sit down we will prepared it in within 10 minutes. We sit but it was more than 1 hour we
still didnt have our order. So we start frustrating because if someone promises to deliver an order
within 10 minutes then a general expectation is that well get it within 30 minutes but not more than
that.
Finally we got our ordered food but after 1 hour but the real frustration start when we saw the size
of Bhatura it was just little more than size of puri. Here also what we expected, we didnt get. Even
then we thought might be he is expert in this lets first check out the taste then pass some comment
if needed. But when we tasted Choole OMG! The dish that we heartily like specie one is really had
a taste of sweet one. At that point we really thought that this is our first and last time in this
restaurant.
Things didnt stop here then we got sweeten chach that we are expected at least this one could be a
taste of sour and specie one but again we got sweeten chach. After that we ordered cold drink in an
expression that finally what all we tasted could be compensate with a chilled cold drink but even
then we received a normal temperature cold drink.
The all incidents that we gone through really show that to meet a customer expectation are really
important if you want to go ahead. There are lots of restaurants that not only give what customers
really need but sometimes more then it, means at the level of customers ecstasy. So they should also
ensure. Yeah no doubt they have very good infrastructure but they need to understand only
providing a good infrastructure doesnt mean customer will satisfy with them, they have to improve
their services also.

Service encounter with K.U.K. University

Monday, 16 November 2015

Re ek kam kr ek blade leke aa arr is photo ne kurch de

this was the reply that I got after 6 hours of strenuous work.
When I got my graduation degree at my home I saw there was an error in snap, the snap that should
be mine has someone else. So to make it correct I went to K.U.K. university. Its not really what its
looks like. When you see the infrastructure quality it is something like a dream college but when
you interact with people that are working there you yourself feel embarrass, the staff quality is
really third class people that even doesnt know how to write a simple name.
Ok, whatever it is. After reaching at K.U.K University, I went to enquiry counter he told me to go in
exam branch. Then I went to exam branch and met with a person he told me to fill such such form
and submit fee mentioned on it at enquiry counter. Again I went to enquiry counter and filled the
form as told to me. When I was depositing the fee the fee collector told me go to exam branch and
took stamp on your form by undersigned authority. At that time it was already afternoon 1 oclock.
So when I again went to exam branch I would get to know it was time of lunch break so come after
2.30 PM. This whole process sucks me and seriously I was so much frustrated by the whole system.
But still it was matter of career so I just went to cafeteria and wait till 2.30 PM.
After lunch break I was able to take undersigned authority signature then I deposited form fee. The
fee collector told me to go in such such office and told your problem to the registrar. I went there
whatever address he told me and when I met with that guy the replied I got was really a most
frustrating and weird one, the same one that I mentioned in earlier. OMG! Is I am waiting for last
six hours for these. After that he told me there is no need of photograph on your mark sheet just
erased it with blade. The reply that I got was really an astonishing one, suddenly I thought then why
I gave form fee even what was the need of form submission; means all time they were manipulating
me. Then the registrar took mark sheet from me and erased the snap and returned back to me.
I am still confusing whether there is need of photograph or not. As I got very bad experience in
KUK but still I am happy because they didnt took my mark sheet by saying take it after two month
as if the above incident can happen then there is high probability that it can also take place. The

only suggestion that I want to give there is a need of change in thinking and functioning in many
govt organisation and KUK is one of them.

Service Encounter with Brokerage Firm

Thursday, 5 November 2015

It was when we shifted our PG from Vijaynagar to Bangali square. The PG where we are staying
got with the help of G9 Brokerage firm. After, when we shifted in our new PG we paid brokerage as
well as one month rent to the Dealer. All goes well and perfect but after two days the owner of our
PG came and told us who are you? We told the entire story then he said ok but where is my rent. We
told that it is already paid to the broker but immediately he said I didnt received any rent yet and if
Ill not get within two days then you have to leave my PG. After hearing this we really got shocked.
We called the dealer and ask whether he give the rent to the owner or not, he said no but hell pay.
After two days when he didnt give rent to the owner, owner again came to us and asks what the
matter why you are not paying the rent? Again we called that dealer he told us do one thing you just
pay the rent Ill give that amount you on tomorrow. Now we are still waiting for that tomorrow, that
didnt come yet. We tried everything even we told him well go to the police station but still there is
no response. Last time we talked to him on November 5th 2015, he still provides us an extended
date.
Now here why I cited this example because a service provider doesnt only mean that he must be
care about his customer, there are many people who only believe in making money by whatever
means so be careful while dealing with any services specially the brokerage one.
Somewhere down the line the attitude that he shows to us, the frustration that comes because of him
and way of dealing with the customer will carry him to his dooms day. But one thing also there, this
is India and the profession that he runs have made person like that.
Now what type of suggestion I can provide him. As what he did to us is really a job of mean, thief
and Bastard person. So I can only aware others people to keep away from such type of person and
for him pray to God please shut down his business and shows his dooms days.

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Takeaways from all these Service Encounters

All these service encounters teach me alot from business as well as customer point of views. These
are
Treat customer as a God.
A business can only be expends if we provide more what a customer really thinks about.
Treating customer like a family member or such as he is owner of business will definitely
help in retaining a customer.
Always try to give a best moment of truth to the customer so that words of mouth will
spread across.
Dont blindly trust on your service provider try to find out past experiences of other
customers.
First expression is the last expression as again you dont get chance to leave first expression.
A company can be ethical and customer centric but its not the chances that people that work
there are also too. So try to identify those people and make them correct.
Try to identify what really is customer problem.

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