Service Journal Entry Form - BEST CIT

1. 2. 3. 4. 5. Name of Firm: DELL Type of Service: Dell Support: support for dell user Date of Encounter: 2012 Time of Encounter: around evening How did the encounter take place (e.g., in person, by phone, via a self-service technology)? The technical service support encountered online first and then representative shipped new part of laptop later. 6. What specific circumstances led to this encounter? I bought Dells laptop at the same year the service occurred. I order one from Dells advertisement which is giving great deal on laptops at that time. The price was $699. However, the laptop frequently stopped functioning and turned off automatically. It had not been long time since I purchased it. I was pretty disappointed because my trust on dell and finally thought of several solutions: exchanging to new one, get it diagnosed and repaired, or just get refund. Since there is no Dells official offline dealer I should look up online or make phone call to talk to representative. I did not want to wait on phone line, so I decided to find way to solve the problem online. Fortunately, I might talk to technical support representative online, live chat! I was happy to do it because I could save a lot of time and did not have to struggle to speak English at the same time. 7. Exactly what did the employee say or do? The live chat was very quick. As soon as I sent greeting message to call representative online, he appeared online soon. I started explaining problem I was having. His responded quickly. After my explaining, the representative suggested several alternative self-repair ways which were not that hard to follow and understand. What he thought was either battery problem or hard disk problem, so first he suggested trying laptop without portable battery but only connected to power outlet. In order to try that way I need several hours to do that so I told him I would like to talk to him again if the same problem occurred. Since live chat representatives respond randomly, he gave me his full name for future contact so that way I could tell any representative connect me to Jeff(the first representative I talked to). Few days later, the power off problem

happened again. I doubted it was battery problem. I login to live chat to find Jeff. It was not hard to find Jeff. I just have to send representative name and short message saying I need to talk to him because I talked to him previously. Jeff showed up online soon. He said very sorry about the problem. (he was very polite). The last solution was getting new one. However, according to Jeff, it might take while because of the time my laptop arrive there and time they process exchanging. I said I may be desperate without laptop for a while. Jeff, therefore, gave me another solution: Dell can give new hard disk same model that was in my laptop and if I know or know somebody install new hard disk in computer, I could just get hard disk and it takes 2-3 business days to get my home which was a week faster than exchanging. I accepted his suggestion. Finally the hard disk was replaced, my laptop of course started working good as new computer. How would you rate your level of satisfaction with this encounter? (Circle the most appropriate number). 1 Extremely Dissatisfied 8. What exactly made you feel this way? Even though I had problem with the product, I satisfied with Dells customer service care. There are several ways why I feel satisfied. First, I liked the live chat customer support system. On live chat you may not only ask problem you are having with your computer but also just questions purchasing a new computer. Personally believing it was on way easier and faster I was than connecting with representative phone. Second, satisfied 2 3 4 5

7 Extremely Satisfied

representatives flexibility, assurance, coping, and last empathy he showed. I could have just returned the laptop to get a new one. He knows that time I would spend for that might have bothered me so made suggestions. First suggestion failed to solve the problem. I would have not been pleasured if Jeff did not apologize and showed great empathy. He coped under companys policy but still showed flexibility in processing customer complaints; giving me his name to make easier process. His assurance in my problem first failed but

partially and definitely solved my problem. Though he was not professional technician, he could diagnose the technical problem. This shows how well Dells service employees are trained. 9. How likely is it that you will go back to this service firm 1 Extremely Unlikely 2 3 4 5 6 7 Extremely Likely

10. NOTES: Characteristics of live chat customer support service -heterogeneity: I felt more convenient on live chat service, but others such as elders or children might feel difficult to talk online. Moreover, the ways each service provider delivers are different. -Inseparability: The live chat technical support cannot be done without customers contact and service provider at the same time. I participated in the service process and the participation enhanced service experience. What determines customer satisfaction? My satisfaction came from service feature: Dells on;ine live chat technical support was more suitable for me to solve the problem I had. Service quality dimensions: Responsiveness : Dells customer care focuses on customers convenience. There are various ways to reach customer service center: live chat, twitter, Facebook, direct call and email. The service provider whom I talked to sounded very willing to help me Assurance He had got knowledge about computer and decisively diagnosis my technical problem, even though first assumption was not right. He was sure changing hard disk was faster way to fix the problem Empathy He knew that it might be inconvenient for me to work without computer even though it did not function properly. He suggested more

realistic and suitable solution for my convenience and I was happy with that. Sources I felt pleasure Adoptability and Spontaneity I am not sure whether the customer care center usually does give representatives name to certain customers to make easier service process, but since the service encountered online, it might be little difficult to find personal contact online. However, the service provider gave me his full name for my convenience so that way I did not have to explain whole thing again to another service representative.

Worst CIT
1. 2. 3. 4. 5. home. 6. What specific circumstances led to this encounter? Name of Firm: (one-room building where I live) Type of Service: lease or rent a room and manage the building by cleaning and supervising. Date of Encounter: 5/24,6/1 Time of Encounter: around p.m. 2:00 How did the encounter take place?

The service encountered on phone first and provided when I was not at

My sister and I moved into this one-room very beginning of this year. We chose this house to rent because the building was newly restructured so looked really nice and clean. Actually, we moved out from old one-room house because of sanitary issue. The building was old and too much trash around the community. We finally made contact under . The terms we made contract promise cleaning and managing the building so that we have to pay 50,000won every month. Not all rooms are occupied so the building is quiet. The physical condition was good at the beginning. However, since the leasing period, the owner never cleaned the aisle and stairs. Basically, from January the same stain and same balls of dust left around in the building (until June..). I did not complain because I did feel little awkward to complain to the old owner. I thought my complaints might have sounded like nagging to him. Suddenly, disaster occurred. I saw a huge cockroach dead on stairs. Horrible.. I found another one dead 1st floor next day. I literally saw another living cockroach wandering around the one which was dead. It was awfully horrible. More awful thing is that the all the three dead cockroaches were left on aisle and stairs and no one clean it up. I had to walk by those for a week. I could not bear the situation and I got so mad. Actually I was more scared rather than being mad. I finally text the owner about the sanitary situation and asked him to take any action.. please. Several days after no action was taken and I called him on a phone. 7. Exactly what did the employee say or do? The first time I politely complain and ask help, he did not do anything for that. I still do not know whether the owner read my

text message or nothe did not reply back. Second ask, he answered the phone but I was pretty upset with his response and attitude. His answer was just short answer like yes. Okay okay okay (, , .. ..) and even he did not speak polite language ( ). No apology, no explanation, not saying hi or good bye and just hung up first at the end. I know him and his way of speaking is not so mellow and kind. It is just his characteristics. But I did not do anything wrong. It is tenets right to speak up. I could not believe I was treated like that but I said nothing about this attitude again because the he is old as my parents. The cleaning did not happen right next day or same day. Someone finally cleaned aisle and stairs few days later on Memorial Day. I did not see the person but someone cleaned. I have not found and seen any cockroach from that time but I am still so worried that cockroaches must live in this building too. I just hope the owner keeps both inside and outside of the building clean so no cockroaches come out to eat trash. 8. How would you rate your level of satisfaction with this encounter? (Circle the most appropriate number). 1 Extremely Dissatisfied 9. What exactly made you feel this way? The reason I felt so dissatisfied with the encounter is not only due to his recovery failure but also his primary failure to keep promise cleaning one-room building though we pay for it every month. The sanitary issue was badly serious. Dust made the black aisle grey, cherry blossoms dried petals and leaves got inside from window in spring and on stairs, dust got into ball-shaped mass and dead roaches everywhere I wanted to cry and got irritated every time I got home from work and school late night. Worse thing is we have been paying since moved in. The owner ignored the service standards and tenets rights. He probably knows, tenets would not or could not move out soon because of several factors; high service switching cost and lawful 2 3 4 5

7 Extremely Satisfied

terms which tenets should keep living for certain period of time. Additionally, his service fail recovery was not so satisfying either. He did not quickly response to my complaints which was legally right. His attitude also affected the service quality. I was more upset after complaining. He did not show any respect to my right and seem like feeling sorry for that.

How likely is it that you will go back to this service firm? 1 Extremely Unlikely 10. NOTES: At the time when I moved into the room, my expectation level was pretty high; it was newly remodeled and believed the owner would manage the building thoroughly. Another factor my desired service level was high and zone of tolerance was high is that we pay extra for building cleaning. Service Expectation Level Issue
Switching Cost is expensive

7 Extremely Likely

I had alternatives

Desired Service Level

I pay extra fee for cleaning service

Zone Of Tolerance

I cannot move out anytime I want due to contract term

Adequate Service Level

The owner Promised to clean

I chose the house because it was new

Service recovery The service providerthis time owner of the buildingfailed to provide adequate service. I was the first tenet who complained.

Everyone might have felt same way but they did not feel like complaining. I assume that that is because they think the owner would clean someday so it is wasting time complaining. Passives: most of tenets are passives. They least likely to take any

action. They often doubt the effectiveness of complaining, thinking that the consequences will not merit the time and effort they will expand. I am middle of vocier and irate! Even though I complain to the

owner, I would not spread negative word of mouth. That is only because I do not have people who are planning to move in to this one-room. Therefore, if I know someone who is considering moving into the building, I will let them know the condition and how the owner reacted to it. My recovery expectation : I expected apology first and second promise to do his job. The owners reaction did not meet my expectation. I have got no interactional fairness service recovery. I received recovery service but I am still feeling no respect from the service provider and not sure about future reliability in his service.