Describe a situation where selfservice and technology help c

Describe a situation where self-service and technology help create and deliver the customer benefit package to the customer. Provide examples of how such a system can cause a defect, mistake or service upset.

Solution

Situations related to self service kiosks are relevant to the use of technology in self service which helps create and deliver the customer benefit package to the customer. For example ordering through self service applications (apps) for restaurants like McDonalds and Taco Bell helps in delivering the customer benefit. Another example is in banks where customers use self-service with technology like ATMs, cash depositing machines etc. This has been reducing the face to face interaction of the customers with the bank employees.

Such a system can cause service upset or a mistake or a defect. For example, many a times the cash deposit machine in banks or the ATMs are out of order and the customers are not able to perform their desired transaction on a self service basis.