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Essay sample - Service Experience Report
Pages 9 (2259 words)
Service Experience Report Reflection on my experience of critical service points in two service encounters Reflection on first service encounter My first experience taught me that it is not necessary that the employees and managers in service sectors or tourism sectors may behave in the same manner…
In fact, employees showed a negative at attitude towards customers like us, which is evident from the details posted in my blog 1. They tried to discriminate us from other customers. On the other hand, the manger was an understandable person who knows the importance of treating all customers equally well for the development of the business. He tried to settle the issues rather than complicating it. Thus, the manager’s behavior generated a good impression of the hotel in our minds. Moreover, the manager had shown high levels of maturity and responsiveness while attending our problems and settling it (Shiqi: Service Industries Marketing Blog 1) Reflection on second service encounter My second experience Palazzo Versace Hotel, in Gold coast is also generated mixed feeling about the customer services in hospitality industry. I encountered the best and worst customers’ service experience from this hotel at the same time. Check is has been taken more than half an hour which should be avoided to satisfy the visiting customers. The person who is charge of the check in operation was getting lot of phone calls and hence the customers forced to wait for a substantial period of time to find out their rooms. However, customer service after the check in process was satisfactory and outstanding. ...
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