Service Encounter Journal 10
DIRECTIONS
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. You are to keep a “journal” of service encounter experiences. The purpose is to make you more aware of your and other students’ sources of customer satisfaction and dissatisfaction with services.
JOURNAL ENTRY QUESTIONS (Be sure to answer all 10 prompts)
Date and Time of Encounter:
Name of Firm:
Type of Service (industry):
What specific circumstances led to this encounter?
What exactly did the firm/employee say or do?
From 1 to 7, how would you rate your level of satisfaction with this encounter? (1: Extremely dissatisfied, 7: Extremely satisfied)
What exactly made you feel this way?
What could the employee/firm have done to make you happier with this encounter?
From 1 to 7, how likely would you revisit this service firm? (1: Extremely unlikely, 7: Extremely likely)
Why?