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  • Final Slides For mkt412

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    Muntasir Mohammed ibrahim 1631080030
    13 views9 pages
    The document summarizes two experiences the author had with transportation and service companies in Bangladesh. In the first experience, the author received poor quality food on a train and was treated disrespectfully when complaining. In the second experience, the author received good service and complementary benefits at a salon on two separate visits and was satisfied both times. The document also provides learning points about how monopolies may not prioritize customer service, the importance of employee behavior and complementary services, and how addressing complaints can boost customer satisfaction and loyalty.

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    The document summarizes two experiences the author had with transportation and service companies in Bangladesh. In the first experience, the author received poor quality food on a train and was treated disrespectfully when complaining. In the second experience, the author received good service and complementary benefits at a salon on two separate visits and was satisfied both times. The document also provides learning points about how monopolies may not prioritize customer service, the importance of employee behavior and complementary services, and how addressing complaints can boost customer satisfaction and loyalty.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    13 views9 pages

    Final Slides For mkt412

    Uploaded by

    Muntasir Mohammed ibrahim 1631080030
    The document summarizes two experiences the author had with transportation and service companies in Bangladesh. In the first experience, the author received poor quality food on a train and was treated disrespectfully when complaining. In the second experience, the author received good service and complementary benefits at a salon on two separate visits and was satisfied both times. The document also provides learning points about how monopolies may not prioritize customer service, the importance of employee behavior and complementary services, and how addressing complaints can boost customer satisfaction and loyalty.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
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    of 9

    PRESENTATION

    ON
    SERVICE JOURNAL
    An unpleasant experience of meal
    offerings by Bangladesh Railway company
    Here is my story

    •On 16th March I was


    travelling from Chittagong to
    Dhaka by SUBORNO express,
    early in the morning.
    • Ordered a beef burger
    expecting a minimum level of
    nutrition quality.
    • However, it was not fresh
    and rather the buns were hard.
    Here is my story (Continued)
    • After complaining to
    the authority, I
    received a very
    disrespectful behavior
    accompanied by a
    statement to deny my
    complain and take no
    action against it.
    •As I was travelling alone,
    they took the advantage
    more and started to argue
    with me.
    •They neither said sorry
    nor gave my money back.
    Even did not change the
    burger.
    Learning Facts

     When a firm/ organization operates in a


    monopoly market, they do not feel the urge
    to listen to customers’ issues/complaints .
     Denying own faults and behaving
    inappropriately with the customers leads
    might lead to a loss of consumption.
    Dissatisfied customers give negative
    feedback to others.
    On the other hand , admitting own faults
    and apologizing to customers politely and
    compensating them, can make the
    situations better, for a particular issue.
    A good service , A happy customer
    • I had a very good
    experience at Mens
    Salon
    •I went there twice,1st on
    January and lastly on
    22nd February.
    •On both the visits, I was
    very satisfied with their
    service as well as with
    their behavior.
    •Beside the core
    benefits, I have also
    found some
    supplementary elements
    in their service.
    •Like- offering tea,
    refreshing juice, giving
    some complementary
    service (hair massage
    etc)
    Learning outcomes

     Employee behavior at any service play a very


    important role gain and retain customers.
     Offering very little complementary service even
    can put a positive impression in the mind of the
    customers.
     “Waiting” problem issues, can be solved in one
    way; by involving with an interactive
    communications with the customers.
     Satisfied and happy customers stray with the
    company for a long term
    Serve well , gain well
    THE END

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