how to provide good service?

1. business man - service -mandatory -company car

2. car buyer -male 35m, married, doctor, 2 kids
3. Single mom 4 children
skoda felicia 2001
in the parking lot in the morning. she killed 2 deers.
how to provide good service
wednesday 12.00

Choose of those 3 situations and do analysis bases on Adaptive Service

model...Describe provider, consumer, environment and then explain relationship
--> how is affecting engagement and so on...end up with conclusion and also
your point of view

Provider
Auto Service provides a variety of car parts and as well the repair of the car. The
costumer may be send by an insurance company or the owner of the car himself.
All the employees have training for human relations and are professional about
their job.
They try to make a clientele thru costumer service and providing the best car
service in the market.

Consumer
Marge, a single mother of four had and accident in the parking lot with her car. She
killed two dears in one stroke.
She has insurance and the insurance company sends her to the service.
The car is damaged and it may take a long time for the repairs to be done.
Being a single mom with 4 children, Marge is in a rush with the repairs and she
wants to know how long will it take.

Environment
When Marge hears that the repairs will take over a month, she wants to talk to the
manager, to explain to her why is taking so long. She is thinking of calling the
insurance company to send her car to another service.

Marge is anxious, pressured and she is very agitated.

The manager is trying to calm her and offers her a glass of water. He is asking her
about the accident and her situation.
She says that she needs the car sooner because she needs to take her children to
school before going to work every morning.
She is telling him that she wants another opinion and that she is calling the
insurance company.
Manager approach
The manager wants to repair the car and have Marge as a costumer in the future. He
sees that she is pressured to have a car for work and getting her business done with
the family. She wants the car done fast and good.
When he hears that she has 4 four kids he is telling her that he has a son (even if he
does not have children). He tells her how lucky she is to get out of the accident with
no one hurt but the car.
He tells her that the insurance company has send her there because the service has
an empty spot in the garage and that they could start working at the car right away
as she gets there. If she will ask for another service, the repairs may take way longer
that she is willing to wait.
For the car to be fully repaired it takes at least 3 weeks of work and that he will
make sure that the car will have priority in the service.
He is suggesting renting a car for the few weeks that she will wait for the service to
finish.
She agrees.