Reference no: EM132894911

We have all experienced the good and bad of customer service. For this assignment, complete the following:

Part A: Write a summary of a high quality service experience that impressed you. Include the details of the experience and why you were impressed.

Part B: Write a summary of a service experience that left you dissatisfied. Include the details of the experience and why you were unimpressed.

Part C: Discuss the elements of the "bad" experience related to each of the following:

• Behavioral style of the service provider, including if he/she listened to and focused on you, the customer.
• Meeting and/or exceeding expectations. Include what role your expectations played in this.
• Problem-solving and conflict resolution - how did they handle the situation?
• Apologizing to the customer.

Address the following in your assessment:

• Did they acknowledge the customer's feelings?
• Did they express to the customer that they shared the responsibility for the problem?
• Did they convey sincerity?
• Did they ask for the opportunity to correct the problem?
• Did they request the opportunity to continue doing business in the future?