Please select a service of your choice and answer the follow

Please select a service of your choice and answer the following questions: (10 m) 1. What service have you selected? 2. Describe your role as a customer in the service delivery process. 3. How did you learn your “role”? 4. How important is the customer to the service delivery process? 5. How would you describe your level of participation (low/medium/high)? Explain. 6. What influence do other customers have on your service experience? 7. When might other customers enhance your experience? 8. When might other customers diminish your experience? 9. Could you be considered a “partial employee” of this organization? Explain. 10. When might you, as the customer, be able to enhance your experience?

Solution

1. I would like to choose the customer service provided by a product manufacturing company. The customer service desk is entitled to provide the best customer service to the customers by handling the issues they receive through calls and emails.

2. As a customer in the service delivery process I can call the service desk if I have any queries on the company product and discuss with the executives available.

3. I understood my role from the instructions given on the product manual and other advertisements given by the company that I should contact the service desk in case of any queries or any issues related to the product.

4. The customer is very important to the service delivery process as customer can make the process delayed and thereby affect the quality of the process. When I call the customer desk if I keep the product details like the model and serial number of the product, it will be easy for the customer service executive to track the details and provide better assistance without delay. But at the same time if the details are not handy it may take much time while tracking the details itself which will make the process delayed. 5. The level of participation differs across different services and in the service chosen by me the level of participation would be moderate or medium as I need to provide details of the product to the service delivery team for proper service delivery and physical presence is not required.

6. Other customers can affect my service experience both positively and negatively. They can help to contribute for enhancing my customer experience or diminish my experience through their behavior.

7. When other customers provide enough information to the executives and help the executives to complete their job effectively within time, my call would get connected to the service desk without delay. This would help me to experience the customer service with a positive attitude which helps to enhance my service experience.

8. When other customers call the service desk and spend much time arguing on their needs that cannot be satisfied it would make me to wait for much time in the queue to get my call answered. This would diminish my experience and I would not be much satisfied with the service even if my needs are met.

9. When I discuss my issues openly and provide feedback on the product and service, it helps the company to improve their product as well as their service and grow in the market. The productivity as well as quality of the service can be improved through genuine service customer feedbacks and hence I can be considered as a partial employee of the organization when my information adds value to the organization.

10. I will be able to enhance my experience when my queries are properly answered by the customer care and my requirements are satisfied along with helping the customer care to provide quality service.