Service Encounter

Journal Entry: 01
Your Name: Farhim Apu
Name of Firm: Lyca mobile Type of Service (industry): Telecommunication Services
Date of Encounter: 11/20/19 Time Encounter Occurred: 2PM

What specific circumstances led to this encounter?

Answer: I was using Lyca Mobile services. Through their mobile app I tried to buy monthly subscription. But, due to some

technical fault, I was charged two times. I tried to call the customer services, but it was so hard to reach them. I had to call four

days and at least twice a day to talk to a representative.

Exactly what did the firm/employee say or do?

Answer: After trying several times, I had the chance to talk to a customer representative. I told them the problem that I was

charged twice and asked for a refund. But the representative kept telling me that I cannot get a refund rather they are going to

charge the money for the next month. Since I was planning to switch their services, I wanted the refund. The representative

kept pushing to use the money for the next month. Although I asked to talk to a manager, the representative could not get any

managers for me

How would you rate your level of satisfaction with this encounter? (Highlight or bold appropriate number.)

1 2 3 4 5 6 7
extremely extremely
dissatisfied satisfied

What exactly made you feel that way?

Answer: I felt extremely dissatisfied as the representative kept pushing for the usage of next month. I was expecting a refund,

but the representative was not paying heed to what I wanted. Moreover, I hated the fact that I had to call many times to reach

the customer care. Although I wanted to talk to a manager, I could not.

What could the employee/firm have done to make you happier with the encounter?

Answer: The employee could have refunded my money as it was a technical fault. The representative should not push any

customers to make them buy the subscription. Moreover, Lycamobile should work on their customer care services so that

customers have less waiting time to solve their problems. Customers should have the opportunity to talk to the manager if the

feel the necessity.

How likely is it that you will go back to this service firm? (Highlight or bold appropriate number.)

1 2 3 4 5 6 7
extremely extremely
unlikely likely

Why?
Answer: I would not go back to the service firm as I did not feel valued as a customer. Moreover, I did not get a refund which I

thought was rightful. The firm doesn’t have a strong customer care to provide customers the much-needed services.