Question

hink about a good or bad service experience that you have had. Briefly describe the experience. What factors contributed to this experience? What changes could have been made to make this an even better service experience? Why is service marketing important?

need 300 words with no plagrsim

Answer 1

I will describe a bad service experience that I with a well-known airline. One day I received an email that my flight ticket had been cancelled. The email said that my flight was cancelled however, the date which was mentioned, was wrong. I was not supposed to be on that flight on the said date. I then decided to call the customer care to clear the confusion.

The customer care operative started giving me some information but the call was cut abruptly. I tried again and got another operative who gave me totally contradictory information to what his colleague had told me. When I pointed this out, he ended up screaming at me and cut the call. The third call finally cleared all my doubts and allowed me to catch my flight on the right date. These were 2 stressful hours all caused by a mistake by the airline.

The factors which contributed to this bad experience were that the customer care operatives did not cooperate and were impatient. The airline also should be held accountable for the fact that they sent me the wrong email and caused an extremely stressful situation for me as it was necessary for me to travel. The fact that I was shouted at by the operative and was able to get my answers only after 3 calls, also contributed to this bad experience. This service could have been good if the operatives would have been cooperative and patient. The airline should also have taken note of their mistake.

Service Marketing is important because it can make a difference. When we market a service, we are simply telling the customer that if they choose us, they would get this service which makes us different from the competition. Building trust with the customer is extremely important in service marketing as a service is intangible. Therefore, a relationship of trust has to be built. After a customer tries the product and experiences the service, and likes it, they are more likely to stay loyal to the brand or company. Hence, service marketing is important.