Service Encounter

Journal Entry: 02
Your Name: _Farhim Apu
Name of Firm: Best Buy Type of Service (industry): Retail
Date of Encounter: 27November, 2020 Time Encounter Occurred: 6:30PM

What specific circumstances led to this encounter?

Answer: Recently I bought a new phone. I was looking for a screen protector with a lifetime warranty so that I can get covered.

I looked at Amazon and Best Buy. I found a good one in Best Buy which is named Invisible Glass Shield with a limited lifetime

warranty. I paid $44 for the protector and extra $10 for Geek Squad to install it. I was told it would do in 5-10 minutes. But they

took like 30 minutes, but still, they could not do it perfectly.

Exactly what did the firm/employee say or do?

Answer: The Best Buy customer service and a geek squad service person came to me and told me that they could not fit the

protector perfectly and asked for more time. I had to give them more time and kept waiting for it. The employee started to

explain to me what happened with the protector. He was saying sorry to me all the time and appreciated that I had been

waiting patiently.

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 satisfied with their service although I had to wait for a long time. When the protector was installed, the

employee brought the phone. The employee deducted the installation fee. Moreover, he also offered me free installation

whenever I replace the protector. I feel that was a good way to say sorry for the delay.

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

Answer: I think they did their best to make sure I do not feel bad. Moreover, they also deducted the fee. I would have been

happier if the waiting time was less. But their apologizing gesture was praiseworthy.

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: In my opinion, the way they made up for the delay was excellent. They made sure that I was not disappointed. They

also made sure that I come back by giving me free installation for the next time.