Service Encounter

Journal Entry: 03
Your Name: Farhim Apu
Name of Firm: Sprint Type of Service (industry): Telecommunication
Date of Encounter: 10 November 2019 Time Encounter Occurred: 4 PM

What specific circumstances led to this encounter?

Answer: I wanted to change my mobile operator as I was not satisfied with my previous operator. I
wanted to get a line from Sprint. Sprint had an offer for the line and galaxy note 10 plus with a 50%
discount. I called sprint customer care to know about the offer, and what are the procedures to get the line
with the phone.

Exactly what did the firm/employee say or do?

Answer: At the beginning, I got the general information from the customer care. After a few minutes, the
representative was trying to push the sell which I thought was unprofessional. When I said I am not sure
right now, the representative tried to give me offers like waived activation fees. I mentioned that I am an
international student and I don’t have a driving license. The representative told me it is not a problem,
and she can still get me the phone and sim card. She told me to go to the nearby sprint store to get the rest
of the procedures done.

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 took some time out of my work schedule to go to the store and get things done. When I went to
the shop a service person came to help me. I told him about the representative and he told to have a seat.
After some time, he came back and told me that I can not get the line. I asked the reason and he replied
that without a driving license or ID they can not do that. I said I have my passport and college id if needs
it and mentioned that the representative told me having a driving license is not mandatory. I called the
representative I talked to and told her the situation. She talked to the store person for half an hour but
couldn’t come with any solution. They almost started quarreling over the phone. At the end of the day, it
turned out to be a very bad experience and a waste of time.

What could the employee/firm have done to make you happier with the encounter?
Answer: I would be happier if the representative could give me proper information so that I did not have
to waste my time going to the shop. Moreover, a representative should know the procedure of the stores
to brief the customer properly. Their customer service should be more experienced and have a proper
connection with the stores too. Customers always like simple ways to get services.

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: It was a totally bad experience. I do not find any good reason to go back to this firm.