Service Case

Service Encounter is the process of different transactional interactions in which one person provides a service or goods to another customer. It is a period of time during which customer interacts directly with a service, which is called as “Moment of Truth”. There are different kinds of Service encounters organization has to face when they are in business. There are different phases evolve when it comes to meeting the requirement of the customer. Product or Service that will do the Job was initially requirement which slowly shifted to product that is exquisite in nature developed and designed at high skill. With the increase in demand of the crafted product, the epitome shifted to high volume, with high quality. This image was further enhanced for the service when we deal with high productivity, serving large customers, with minimum waste and high volume. The perception of the customer changes with every delivery of services. There are different types of parameters involved in the Service encounters i.e. Focus, Goal, Breakdowns, Mindset, Training, Customer’s satisfaction. The different encounters for Services are:-

1. 1st Service Encounter: - This is the first most encounters where organization asks customer “What do you want”. Customer has a pre occupied mind which can solve their problem and intention to query the organization. The approach is very straightforward and crisp. The main focus is to deliver the order 1st time without any defects. The goal in this type of organization is High Volume and High speed process. Here prices are going lower due to competitors who can lead top low margins and profits. This can be achieved by “Standardizing” the process. Break downs are eliminated and made sure that they won’t comeback. The mindset is defined as “No pain customer”. Training is the important parameter where you train your employees to be accurate (correct on first time). They are made to follow the standard procedure and process flow.

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