This Exercise Will Heighten Your Awareness Of Services Busin ✓ Solved

This exercise will heighten your awareness of services businesses and

This exercise will heighten your awareness of services businesses and how they perform from the customer’s perspective. Two of the modules will ask you to complete a service encounter journal entry. The encounters will be ones you typically encounter each week so they should be easy to find--doctors, dentists, banks, insurance companies, auto service, telephone companies, credit card companies, lawn service, football game, golf lesson, hair styling, etc. The entry should focus on: 1) when the incident happened (satisfying or dissatisfying?) 2) what circumstances led up to this situation? 3) what did the employee (or firm member) say or do? 4) what resulted that made you feel the interaction was satisfying or dissatisfying? 5) what could or should have been done differently? PICK HERE One personal service-haircut, oil change, health club, MBA program, etc.

Sample Paper For Above instruction

Analysis of a Haircut Service Encounter and Customer Satisfaction

Understanding customer perceptions of service encounters is crucial for businesses aiming to improve service quality and build customer loyalty. This paper explores a recent haircut experience, analyzing the circumstances, interactions, and outcomes from the customer's perspective. By examining these elements, we can identify areas of excellence and opportunities for improvement, applying service management theories to enhance future customer experiences.

Introduction

The service industry relies heavily on customer perceptions, which are shaped by specific encounters. A personal service such as a haircut provides insights into customer satisfaction levels based on service delivery, employee behavior, and the overall experience. This paper recounts a recent haircut experience, examines the circumstances leading up to it, evaluates the employee's actions, and considers what could have been improved.

The Incident: When and Was It Satisfying or Dissatisfying?

The haircut took place on a Saturday afternoon at a local salon. Overall, the experience was satisfying, though there were minor issues. The stylist greeted me warmly, inquiring about my preferred style and any specific concerns. The haircut was completed in approximately 30 minutes, matching my expectations for efficiency. However, there was a moment when the stylist accidentally cut a bit more than intended near my ear, which caused brief discomfort. Despite this, the stylist promptly apologized and adjusted her approach, leading to a positive resolution. Thus, the incident was primarily satisfying, with a small dissatisfying point due to the accidental cut.

Circumstances Leading Up to the Service Encounter

Prior to the appointment, I scheduled the haircut online, choosing a time that was convenient. I had recently grown out my hair and wanted a style refresh. I was in a good mood, expecting a routine grooming experience. The salon was moderately busy, but I was attended to relatively promptly. My prior experiences at this salon had been positive, which influenced my expectations for this visit. The stylist appeared professional and attentive, which reassured me that I would receive quality service.

Employee Behavior and Interaction

The stylist greeted me with a friendly smile and engaged in brief small talk, which helped establish a comfortable atmosphere. Throughout the haircut, she asked for my input, verifying if I wanted the same length or a slight change. When she made the accidental cut, she immediately apologized and explained her mistake. She then offered to fix the issue, which I appreciated. Her tone remained professional and courteous, and she maintained good eye contact. Overall, her behavior contributed positively to my perception of the service.

Outcome and Satisfaction Level

The haircut was well-executed, meeting my aesthetic expectations. The stylist's handling of the accidental cut minimized dissatisfaction, and her willingness to correct the mistake demonstrated good customer service skills. I left the salon feeling pleased with the overall result and the staff’s professionalism. The minor mishap did not significantly detract from my satisfaction, and I would consider returning for future services.

What Could Have Been Done Differently?

While the experience was largely positive, there are areas for improvement. The stylist could have been more cautious, possibly using a less aggressive technique around sensitive areas such as the ears. Better communication at the outset regarding any particular concerns might have also prevented the mishap. Additionally, the salon could implement post-service follow-up, such as a quick call or survey, to reinforce customer care and gather feedback for continuous improvement.

Conclusion

This haircut experience exemplifies the importance of professionalism, clear communication, and attentiveness in service delivery. The minor complication was effectively managed, resulting in overall satisfaction. For service providers, understanding and addressing the small details can significantly impact customer perceptions and loyalty. Applying service quality models like SERVQUAL can help identify gaps between customer expectations and actual service performance, guiding continuous enhancements in service industries such as personal grooming.

References

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