Service Encounter Analysis Essay Example | Topics and Well Written Essays - 3000 words

Service Encounter Analysis - Essay Example Although I rather expected a sales person to descend upon me and attempt to make a sale, the fact of the matter was that I spent around 5-10 minutes browsing without anyone even asking if they could assist me. After such a time, I had a legitimate question concerning the specifications of a particular laptop. However, as I tried to make eye contact and get the attention of the section salesperson, I was all but ignored. Eventually I went to the salesperson and asked if they could assist me with a few questions I had. Rather than willingly offering their help, they seemed to begrudge the fact that they had to be troubled by a customer. Although to their credit they were able to answer my question in a knowledgeable way, they did not do so with the determination or desire that I would have expected from someone whose job it was to be in such a customer service oriented position. The physical location of the store was in central London. The dà ©cor and surroundings of the internal store itself were Spartan and geared more towards a utilitarian representation of the product to the customer rather than hoping to create an ambient store atmosphere. This â€Å"big box† feeling somewhat diminished from the customer service experience due to the fact that the customer feels that they are just another face in the crowd whose sole purpose is to come, buy, and leave. As a means of improving this particular service encounter, it is my belief that the situation could have greatly benefitted from hiring an individual who was both knowledgeable and interested in customer service. Although I was satisfied with the information I received, the way in which it was given was not willingly. As a means of bettering the level of customer care, the store might want to pay a closer attention to hiring better people and/or instilling a greater degree of customer care training in the future. Although the experience was less than stellar, the