SERVICE FAILURE

FROM THE SHORT FILM ALLISON DAY

SUMMARY
ALLISON, A WELL-KNOWN TIKTOK, WANTS TO GET A STUNNING DRESS FROM A HIGH-END RETAILER. WHEN
ALLISON WANTS TO PUT ON THE DRESS, A STORE EMPLOYEE DEMEANS HER, SAYING THAT SHE WON'T BE
ABLE TO AFFORD THE DRESS, AND ADVISES ALLISON TO CHOOSE A LESS EXPENSIVE CLOTHING STORE. AS A
WELL-DRESSED, EXTRAVAGANT WOMAN ENTERS THE SHOP AT THE SAME MOMENT, THE EMPLOYEE
CONTINUES TO SPEAK TO HER AND ENCOURAGES HER TO BUY THE DRESS ALLISON WANTS. BUT BECAUSE
THERE ISN'T ENOUGH MONEY, THE WOMAN'S CREDIT CARD CANNOT BE UTILIZED TO PURCHASE THE
DRESS. WHILE THE WOMAN WAS LEAVING THE STORE, THE EMPLOYEE SAW MANY CHILDREN ENTERING THE
STORE BECAUSE THEY WANTED TO SEE ALLISON. AFTER DISCOVERING THAT ALLISON IS A MILLIONAIRE, THE
EMPLOYEE CONTINUES TO BE KIND AND OFFERS FOR HER TO PUT ON THE DRESS, BUT SHE DECLINES HIS
OFFER DUE TO THE WAY SHE HAS BEEN TREATED.

PROBLEM IDENTIFICATION
EMPLOYEE FACTORS

COMMUNICATION KNOWLEGDE
Employees do not
SKILL
Employees speak know the
in a sarcastic and procedures and
abusive manner techniques to
serve customers

TECHNICAL
ATTITUDE Employees have a SKILLS Employees lack
rude and
of knowledge
unfriendly
about how to
attitude with
treat customers
customers

HOW TO SOLVE THE SERVICE

APOLOGIZES

DONT MAKE
EXCUSES
SHOW
REMORSE
LISTEN

TAKE
SHOW IMMEDIATE
COMPASSION ACTION

SHOW TRUST DO YOUR BEST

DEAL WITH POSITIVELY
EMOTION RESOLVE
DEMONSTRATE KEEP CUSTOMER
EMPATHY INFORMED

PROVIDE FOLLOW-UP
COMPENSATION

EQUAL TO
CUSTOMER'S LOSS WHININ DAYS
OFFER BEFORE AFTER
CUSTOMER RESOLUTION
REQUEST TELEPHONE CALL
GIVE ADDITIONAL FACE TO FACE
VALUE

PREPARED BY
NUR AFIQAH BINTI MOHAMAD TAUFEK (2023389393)
SITI NURAINY BINTI ABDUL RAHIM (2023387637)
PUTERI ALIA NATASHA BINTI AZMI (2023184681)
NUR BATRISYA BINTI MOHD NAZRI (2023388073)
NUR FARISHA AUNI BINTI MOHD SOFIAN (2023513905)