Service Encounter

Journal Entry: 03
Your Name: Farhim Apu
Name of Firm: Walmart Type of Service (industry): Retail
Date of Encounter: 10 January 2019 Time Encounter Occurred: 2 PM

What specific circumstances led to this encounter?

Answer: I bought an air mattress from Walmart which was in Flint. It had a 6-month replacement
warranty. My air mattress was working fine. But a few days after the sixth-month warranty was gone, it
started showing bubbles. The receipt which I saved was with me but the writing in the receipt had
vanished. I called Walmart customer care to ask them about a possible solution. Moreover, I moved to
Saginaw and so I cannot go to Flint to change the mattress.

Exactly what did the firm/employee say or do?

Answer: I called the customer and the representative told me that I can change the mattress anywhere
which was a great relief. I went to the Saginaw Walmart with the receipt. The representative saw the
receipt and told me that they can not change the product as the warranty has ended. But I tried to
convince them that it had only just a few days since the warranty been over. After sometimes a store
manager came and talked to me. He listened to my problem and checked if the same product was
available. The store manager told one of the persons to bring the product.

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 was pleased as I got the air mattress replaced. The store manager was caring enough to
comprehend my problem. He also checked the receipt. Since the writing of the receipt was disappeared,
he could tell me no. But I think he privileged and valued me as a customer. He also said sorry as the first
representative disagreed to change the faulty product. I was also given a $5 Walmart gift card. I was so
happy with how things went.

What could the employee/firm have done to make you happier with the encounter?
Answer: The store manager was experienced and knew how to make the customer happy. One thing that
I think they could do better was keeping experienced people in customer service. An experienced
customer care representative could analyze and understand the problems better.

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: Walmart is the best retail shop. I do most of my shopping there. Moreover, the way the store
manager treated me and behaved which impressed me. They appreciated me as a customer, and I would
go back.