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Geography - Interviewing Different Employers

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Introduction

NAME: Monique van Gelder SERVICE JOURNAL ENTRY FORM 1 Name of Firm/Service Provider: Brisbane Right Price Locksmith's Type of Service: Locksmith Date: 4th June Time: 9am What Specific circumstances led to this encounter? In moving office we required a secure premises to move into and so we re-keyed the front door lock and had a lock placed on an internal door. Exactly what did the firm/employee say or do? Why? Firstly the locksmith was late for the appointment by 30minutes. I was in a hurry and had made a meeting for him to run through the internal lock options with someone else. He was obliging when he got there and ran through our options with the lock. There was a fault with the lock that need to be re-keyed so he had to take this back to the workshop. This meant that the service was to take longer and the premises could not be satisfactorily locked in the mean time. He took all day to return with the fixed lock. I left 2 messages on his message service throughout the day and neither were returned. How would you rate your level of satisfaction with this encounter? Extremely Extremely Dissatisfied 1 2 4 5 Satisfied What exactly made you feel this way? Well firstly the locksmith was late and I had to make a phone call to question where he was and how long he was going to be. Secondly I was annoyed that he took the whole day to return to the premises with the lock and did not return any of my calls through the day. What could the employee/firm have done to increase your level of satisfaction? What improvements need to be made to this service system? Turn up on time/or phone to say that appointments Prioritise appointments - those being premises that are unsecure/follow -up customers How likely is it that you will go back to this service provider? ...read more.

Middle

Organising a charity ball and required invitations to be printed and tickets Exactly what did the firm/employee say or do? Why? Rang and asked for quote - explained that it was in aid of the Leukaemia Foundation and they asked if I could email through more information on what I wanted. I emailed through the information - they came back to me a day later and said they would do the printing for 4 tickets to the event. I forwarded through the information asked if they could do some of the graphic design work. They said they were able to recreate the design I wanted. A couple of days later they came back and were not able to recreate what I wanted or how a graphic designer would. So I then hired a graphic designer and had them forward through the printing. They apologised profusely for not being able to do it to the standard I wanted. They then printed the invitations on the weekend just so that I could have them by the Monday. How would you rate your level of satisfaction with this encounter? Extremely Extremely Dissatisified 1 2 3 4 5 Satisfied What exactly made you feel this way? I believe they recovered well from this and they were prepared to put in extra effort to have the invitations to me by a designated date. What could the employee/firm have done to increase your level of satisfaction? What improvements need to be made to this service system? Not really much - they were honest after they received the brochure and attempted to redesign it they did call send through proofs when I was unhappy they said that they had attempted to help because it was for charity but usually they did not do any graphic design work. How likely is it that you will go back to this service provider? Extremely Extremely Unlikely 1 2 3 4 5 Likely SERVICE JOURNAL ENTRY FORM 6 Name of Firm/Service Provider: Hoozat Entertainers Type of Service: Entertainers Date: 05/05/02 Time: 8.30am What Specific circumstances led to this encounter? ...read more.

Conclusion

They then gave me a time between 9am and 4pm when the technician would be there but I may be able to get a better idea on the day if I call. I rang on the day at 10am to find out when the technician would be at the job they gave me another vague time but the technician arrived about 10.30am. I showed the technician where the box was and what had to be done although he had already been briefed that morning. He was there about half an hour and then said that he had to go down the road and he would be back soon. About 45 minutes later he turned back up, he then had an issue in which he had to wire the two lines together because of where we wanted our fax line. I questioned him about options and he said that we could get a private technician out or he could do it and it would take 15mins and he then told me the costs involved with doing this. I told him to go ahead. He finished about 20mins later and I signed the paperwork and left. How would you rate your level of satisfaction with this encounter? Extremely Extremely Dissatisified 1 2 3 4 5 Satisfied What exactly made you feel this way? I found out later that because he had wired the 2 line together and not given me the option of putting on a new face plate to create a third line we needed to get private technician out anyway. His casual approach and attitude What could the employee/firm have done to increase your level of satisfaction? What improvements need to be made to this service system? Improved his approach and attitude Explained the situation fully and all the options Lack of competition is the only reason why I would go back to this service provider How likely is it that you will go back to this service provider? Extremely Extremely Unlikely 1 2 3 4 5 Likely ...read more.

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