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Evaluating My Experience of a Service Encounter Buying Perfume

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´╗┐Service Encounter Your Name: Shahin Azizov Journal Entry: # 5 Name of Firm: Ideal perfumery and cosmetics Type of Service: perfumery Date of Encounter: March 2010 Time Encounter Occurred: What specific circumstances led to this encounter? It was March 8 eve, so I wanted to buy some perfumery for my dear ones to congratulate them. I would always buy perfumery from one of the stores of Ideal perfumery and cosmetics store chain. However, the store that I went this time did not satisfy me. Exactly what did the firm/employee say or do? ...read more.


She began to laugh and blamed me: ?If you did not have enough money you should not have come here. These products are for the people who can really buy them?. I did not know what to do, because I was too embarrassed. How would you rate your level of satisfaction with this encounter? (Circle the most appropriate number.) (1) 2 3 4 5 6 7 extremely extremely dissatisfied satisfied What exactly made you feel that way? First, sellers did not show me individual attention and caring. They were not willing to help me in choosing a good and right perfume. Additionally, they were not courteous enough. ...read more.


If I had complained about the shop-assistances the responsible managers would have done anything to satisfy me. I think this pure service was mostly responsibility of the sellers. ─░ will continue to buy from this firm, but not in that store. What could the employee/firm have done to make you happier with the encounter? It would be better if the firm chose better sellers for this store. The sellers who can really care about customers, approach them individually, and show them courtesy. How likely is it that you will go back to this service firm? 1 2 3 (4) 5 6 7 extremely extremely unlikely likely ...read more.

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