Sample Service Encounter Journal Entries We all have a number of such encounters each week, including (but not limited to) restaurants, banks, airlines, dry cleaners, doctors, dentists, libraries, photographers, tutors, travel agencies, theaters, pest control agencies, phone companies, automotive mechanics, insurance companies, attorneys, accountants, and copy centers. Those doing this assignment are to keep a “ Journal” of your service encounter experiences. The purpose of the Journal is to identify sources of customer satisfaction and dissatisfaction with services. You are asked to complete 10 Journal entry forms.
Each entry will correspond to one service encounter that you have during the semester. Your Journal may be written (if you have neat, clear, legible handwriting) or typed. (If you desire, you can use your favorite word processor to set up a file with the questions from the entry form. You can then enter descriptions of the service encounters as you experience them. ) Be sure to completely answer the questions on the Journal entry form. If you make copies of the form and need more room to answer the questions, you may write on the back of the entry form or attach a page to the form.
Your inclusion of the important details of the service encounter will help you in writing your service encounter paper. The following pages include some examples of Journal entries from past students. These are not meant to be perfect examples, but are representative of the type of details that should be included in such entries. Service Encounter Journal E entry: 5 Your N name: Brian B Name of Firm: Columbus Blue Jackets Date of Encounter: 1/24/02 Type o f Service (mind gusty): Hockey Time of Encounter Occurred: 5: 45 What specific circumstances led to this encounter? I went home to go to the Blue
Jackets game because we have season tickets. My dad was out of town for the week and he accidental did not take the tickets out of his brief case. So the tickets were in Boston. So I decided to go to the game early to try and see if there was anything that could be done. Exactly what did the firm/employee say or do? I went to the Blue Jackets Ticket Office inside Nationwide Arena. They explained to me that I needed to have the ticket serial #. They said if I came up with that they would let me in unless someone with the real tickets showed up. They said they needed to take a copy of my license.
I could not get old of my dad so they asked me some questions about him and they looked it up in the computer. They eventually let me go into the game and they gave me a coupon for 30% off the beeline store for my troubles, along with a t-shirt and a hat. During the second period they came up to the seats to make sure I had no problems getting in. AP appropriate number. ) 1 extremely dissatisfied 2 3 4 5 6 7 extremely satisfied What e exactly made you feel that way? It was really my fault and they made me feel like they were the ones who messed up. They were very understanding and tried very rd to accommodate me with my problem.
They even took the time to follow up with me to make sure I was satisfied with their service. I was very impressed with the quality of service they provided. What could the employee/film have done to make you happier with the encounter? They could have made the process go a little quicker and they could have Just looked at the computer instead of trying to make me reach him first (my dad). How likely is it that you will go back to this service firm? 1 extremely unlikely 2 34 56 7 extremely likely Service Encounter Journal E entry: 2 Your N name: Michael D
Violence Date of Encounter: 1/22/2002 Type o f Service (mind gusty): Oil Change Time of Encounter Occurred: 9: 30 a. M. What specific circumstances led to this encounter? I needed an o IL change, and I h ad law yes used Valve line. This day I w as working with a limited pub get, and Just wanted a simple oil change. Exactly what did the firm/employee say or do? I told the oil change expert that I only had $30 to work with. All I wanted was a simple oil change. I didn’t need a new a IR filter or the at expense Sieve synch ethic oil. Usurp ragingly, he still tried to GE t me to PU reaches o there items.
I a gain stated the at I only h ad $30 . When all was as id and d one my bill came to $68. I asks d how that coo old be, and he told me that the synthetic oil costs more. I again stated that I only had $30, and that I had told them not to use the synthetic oil. He told me rather rudely that I still had to pay for it. So, I had to leave them my ID, and I ha d to borrow the money from my roommate. I really hate borrowing money, and I let the oil change “ expert” know exactly how much I hated this experience. How wow old you rate you our level of satisfaction n with this encore enter? (Circa lee the most p appropriate number. 1 extremely dissatisfied 2 34 5 6 7 extremely satisfied What e exactly made you feel that way? I was really angry that no one had listened to me. I had stated several times that I was on a budget. Then, the fact that it was their mistake I received the wrong oil, didn’t help me understand why I had to pay for it. Overall it was a terrible experience that I wouldn’t wish on my worst enemy. I will never go back there again. They should have chaw raged me a reduced rate beck cause of their mistake. I feel that I was cheated, or forced into something that I didn’t want. This makes me feel that
Violence is shady, and that they are Just out to make a profit. My desired service would have been a free oil change, either now or the next visit. That obviously was not going to happen. Service Encounter Journal E entry: 1 Your N name: Michael D Name of Firm: Time W earner C able Date of Encounter: 1/14/02 Type o f Service (mind gusty): Cable Provider Time of Encounter Occurred: 1 p. M. What specific circumstances led to this encounter? I come baa KC from b reek on Saturn ay to a m sausage o n my ma chine to c all Time W earner C able AS AP. A apparel TTYL, I had for gotten to pay my cable bill.
I’m u usually pre TTY good AIBO t paying bills, o this cam e as a com plate usurp rise. I called them, and the operator told me that my cable would be turned off on Monday. Exactly what did the firm/employee say or do? I felt that a personal visit was necessary in this particular situation. I went down to the cable company on Monday and sop eke to a seer vice rep essential e. I told him the at I must h eve for got beck cause of the e busy C harpists SE son. I also told him that I hadn’t worked in a while, and that I couldn’t pay until my next paycheck on the following Monday. He was very understanding, and said that next Monday would be fine.
This definitely exceeded my expectations and helped out greatly. What e exactly made you feel that way? The service representative took a lot of stress off my shoulders by extending my time. I definitely didn’t have enough money to pay reconnection fees, and I can be very cranky if I do not have my Sportscaster in the morning. They could have given me fee cable. Since that is impossible, I think they did a fantastic Job. Service Encounter Journal E entry: 6 Your N name: Aaron P Name of Firm: Big Boy Date of Encounter: 2/4/02 Type o f Service (mind gusty): Restaurant Time of Encounter What specific circumstances led to this encounter?
After d ranking a few be errs at a baa r me and my friend decided to go the Big Boy late on e Duets ay nigh t. Because SE it was lat e at nigh t this WA s one of the e only plan aces open . I really w as not ex piecing a great seer vice once enter. M y expectations were simply to have an average meal and get in and out of there peacefully. Exactly what did the firm/employee say or do? At 2: 00 a. M. On a Tuesday night Big Boy is pretty much empty. With this being true, it still took about 10 minutes to be seated. Our waiter finally showed us to our table, but he was very rude and obnoxious.
Then after he took our order and we were waiting for our food, a party of Drag Queens came in. They party included about 30 drunk and obnoxious people. I have no problem with transvestites but when they are all cursing and some of them began hitting on me, something should have been done. What e exactly made you feel that way? First of all, the waiter was not very good. The main problem that I had was the transvestites though. They basically acted like 12 year old kids and created a very disgraceful restaurant atmosphere. Something should have been said to these people.
This would have given me a hint of attestation of the encounter. Because these people were disrupting the environment of the restaurant, I believe that something should have been said to these people. Service Encounter Journal E entry: 6 Your N name: Seth R Name of Firm: Flower Shop Date of Encounter: February 7th and 14 the, 2002 Type o f Service (mind gusty): Supplier Time of Encounter Occurred: 1 1 a. M. What specific circumstances led to this encounter? Well what led to this encounter was the fact that it was that time of year when it was Valentine’s Day.
So seeing as how I had certain special someone I wanted to get her some flowers, a dozen roses to e exact. I went to the flower shop in B oiling Green t hat w as closest to my pap rodent a ND in fact the only one I know w of in B oiling Green. I went in and ordered the roses and told them when I would be picking them up and how I wanted them. Then I paid and then went back on the 14th to pick them up. Both times they were very polite and catered to my needs because I needed 11 of them wrapped together and one separately wrapped. Exactly what did the firm/employee say or do? When I I was there.
While I was placing the order I had to make sure that the roses would sat for a while out of water so I asked them and they told me what to do and then the lady asked me how far I was going and where, so I told her. She was very nice and thought what I was doing was very sweet and commented if a buy did that for her she would be very excited. Then once everything was done as I was leaving they said have a nice day and safe trip. How wow old you rate you our level of satisfaction n with this encore enter? (Circa lee the most AP appropriate number. ) 1 extremely dissatisfied 2 34 5 6 7 extremely satisfied What e exactly made you feel that way?
The service they provided was very good in the aspect that they catered to my needs and how I wanted the flowers to be. Also, they cared enough to a ski what I was doing for the girl I was getting the flowers for and how to make sure they would last for that long of a trip. Also, I had to go in another time to change the day I was going to pick them up because during the week I changed which day I was going down to Tennessee, and they accommodated that change e very w ell. Then whew n I came to pick u p the roses they were fresh a ND arrange deed right in front o f me so I could see if I liked the way they were doing it.
What could the employee/film have done to make you happier with the encounter? I think w hat all the ladies at the e flower r shop d id for me w as very well don e and the at the on lay thing the at really c could have been done better would have been to have the flowers already prepared by the time I got there to pick them up. They might w ant to ha eve a serve ice whew re they d o not chi argue of r delivery of the flow errs how ever the y wow old have been delivered to me so there was not any point of that in this case. How likely is it that you will go back to this service firm? 1 extremely unlikely 2 3 4 56 7 extremely likely