Everyone has a part to play in a service encounter. A person’s role in a service

Question

Everyone has a part to play in a service encounter. A person’s role in a service encounter is a set of behavior patterns to be performed by the players to achieve the goals of the encounter effectively and efficiently. Very often, we expect service providers to play their role well, in order for us to have a satisfactory service encounter. Customers are also required to play their parts well, to facilitate a smooth delivery of the service.

An education and financial advisory services require a moderate or high level of customer participation:

1. What influence do customers have on your service experience?

a.When might customers enhance your experience?

b. When might customers diminish your experience?

c. When might you, as the customer, be able to enhance your experience?d.

d. When might you, as the customer, do something that diminishes your experience?

Explanation / Answer

Customers play an important role in creating service experience. It totally depends on the customers behaviour for what service they get. If a customer is good to the service providers and the service provided would also be good to the customer and the level of service provided to the customer would also be excellent. Arrogance as well as rudeness from the customer would directly decrease the overall quality of the service provided by the service provided to the customer. Good customer possess grid communication skills as well as good behaviour towards the service provider which helps to maintain unethical bond between the service provider and the customer.

When the customers are friendly and offer Corporation while the services being provided, directly increases and enhances the overall experience of the service provider. Good behaviour towards the provision of the service and understanding of the specific situations in terms of negative service is also very much appreciated.

When the customer is arrogant and does not co-operate and used the service arrogantly is one of the major drawbacks which diminish the experience. Non cooperation and extreme anger over little things which can be operated while communicating is also a major drawback of the customers.

For enhancing my overall experience I will directly increase the level of communication between me and service provider which would directly affect the level of service which is provided to me. By being good to the service provider and looking at the best available options as well as communicating for the need would be my first priority. This is specific situation would give me better satisfaction and would enhance my overall experience.

Behaving unethical and having negative impact on the service provider but diminish my experience. I would definitely regret being rude to the service provider if I receive bad service in exchange. This is specific time also includes exploiting the services which are being offered.

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