Service Report

[SofiClark]

Service Report

A quality service is achieved through good communication and well-trained employees who can provide constant service. It can also be achieved through rewards and incentives to support service quality commitments (Chakrapani 1998). The following represents a service report of two incidents. In the first incident, the customer went to bank to withdraw money. On reaching the bank, he found a very long queue. It took him several hours before being served. This was against his expectation since he had hoped to spend the shortest time possible in the bank.

In the second incident, the customer went to buy gasoline in a particular filling station. He found that the price of gasoline had gone down than he expected. Also, the attendants in the station were quick to serve him and other customers. This provided him with an opportunity to save extra money from the earlier price of gasoline. The quality of service he received from the firm and the short time he spent in the station gave him total satisfaction.

In the first incident, the customer was not satisfied by the service he received from the bank. The bank has brought its customers to a satisfaction gap. If the customer finds another bank with better services, he will definitely switch to it. Most of the banks focus on staff recruitment, advancing in technology and designing their products. The gap that is created between what the customer expects and the real experiences that the customer has with the bank leads to dissatisfaction. They forget one major component of business that is customer satisfaction.

For the bank to maintain its competitive edge, it needs to analyze the market based on the customer perception of its services. This will enable proper design of quality service that meets the needs of customers hence eliminating all satisfaction gaps (Chakrapani 1998). A bank without a focus on customer satisfaction will face stiff competition from other service providers. Customer retention will be very low hence the bank will be on the verge of collapsing. Service quality will enhance customer satisfaction, customer retention as well as reducing financial costs.

Through promotional materials that are provided by the bank, there is a promise to the customer that services are better hence the customer expects good service quality from the bank. The bank has not provided its services properly since it does not provide quality satisfaction to its customers. As a result, the bank has created a communication gap. To eliminate this gap, the bank needs to be more realistic about the services it can provide. Its promotional materials should reflect the actual services that the bank delivers to its customers. The bank should maintain communication with customers in a preferred way. This will enable the bank to meet customers expectations effectively and efficiently hence achieving customers satisfaction.

The firm has also created a delivery gap to customers. Its service standards that it has set to the customers and the actual service delivered to the customers are different. This gap can only be closed by getting more employees. More employees will be able to curb the long queues in the bank. The bank can also increase physical locations to enable it increase its services to the customers. The long queues in the bank will be reduced and customers will be more satisfied with the service. By providing incentives and support to the customers, the bank will meet service standards thereby closing delivery gap.

The firms perceptions of the customers expectations and the standards it sets are very different. This has created standard gap. It is unable to control the long queues in the bank thereby the customer spends more time in the bank than they expect. This standard gap can be closed by setting appropriate service standards and measure performance.

The customers expectation and the firms perception of the customers are also different. The customer expects to transact his business with the bank within the shortest time possible. Due to the long queue, this does not happen. This creates a knowledge gap. This gap can be closed if the bank understands consumer expectations and evaluates service quality.

The bank should focus mainly on accurately performing promised services to the customers. It should also have willingness to help customers as well as providing prompt service and at the same time focusing on building confidence to customers on its service. This will close all satisfaction gaps as well as create customer retention.

If the bank evaluates its internal strengths and weaknesses, it would be able to retain customers as well as increase customer satisfaction. This will lead to decreased financial costs. All the satisfaction gaps that the bank has created should be closed through correct identification of customers expectations as well as identifying customers experiences with their services (Chakrapani 1998). This will enable the bank to establish its internal weaknesses regarding customer satisfaction.

In the second incident, the firms perception is in line with customers expectation. The firm has evaluated all its strengths and weaknesses. It has used its weaknesses to identify every satisfaction gap with the customers and has used its strengths to close these gaps. As a result, the firm has gained a competitive advantage.

The firm has closed service quality gap by serving the customers within a very short period of time. The attendants in the firm serve the customers within a very short period of time. This brings high customers satisfaction. This will make the firm maintain its competitive edge.

The quality level expected by the customers has no difference in what the firms management expects. The management of the firm has good knowledge of customers perception of its services. As a result, the firm has closed management gap hence giving the customers maximum satisfaction.

The firm has also closed communication gap. The promotions and advertisements made by the firm are in line with the service that the firm delivers to customers. This has given customers maximum satisfaction with the services that the firm offers.

The firm has identified its internal strengths and used them to gain customer advantage. It has also identified its external opportunities and used them to attract more customers. By lowering the prices of its products, the firm attracts more customers from the other firms. This opportunity has increased customer satisfaction leading to retention of customers.

The firm has also identified its internal weaknesses and provided a solution to them. Decision-making of the firm aims at maximization of profits through customer satisfaction. Through research, the firm has identified its weaknesses. This has enabled the firm to make quality standards. The decision to lower its prices for its product attracts more customers hence maintaining its competitive edge.

The firm used opportunities in the market to gain popularity through good promotion of its products and services. Its quick response to these opportunities has enabled it to overcome from threats that may be posed by its competitors.

The most memorable incident is the second incident. The firm's strategies and expectations are aimed at improving customer satisfaction. When the customer visited the filling station, he received better quality service than he expected. He expected relatively higher prices of gasoline than those offered by other filling stations. Low prices of its products made the customer make constant visit to the station whenever he needed their services.

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[Amandatrincher]

For the past three years, Akveo has been developing software for logistics companies around the world. Help OEMs and fleet operators automate operations and make data-driven decisions. These solutions allow fleet managers to gain insight into production activities, check truck locations in real time, get statistics on maintenance costs, and control hidden costs.

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