What specific circumstances led to this encounter? What exactly did the firm/employee say or do?
Service Encounter Journal 10 DIRECTIONS We all have a number of such encounters each week, including restaurants, banks, airlines, dry cleaners, doctors, dentists, libraries, photographers, tutors, travel agencies, theaters, pest control agencies, phone companies, automotive mechanics, insurance companies, attorneys, accountants, and copy centers. You are to keep a “journal” of service encounter experiences. The purpose […]