Service Encounter
Your Name:
Name of Firm: TURKcell
Date of Encounter: 5/09/2013
Journal Entry: #
1
Type of Service: Mobile company
Time Encounter Occurred: 17/00
What specific circumstances led to this encounter?
Communication is expensive in Cyprus. But I am happy that this company has an advantageous package for
students. This is one advantage. This package for 20TL includes free calls to other mobile users this company,
5000SMS and 250 Mbt internet. Disadvantage is very expensive to call to people, who using another mobile
company.
Exactly what did the firm/employee say or do?
I went to the office to attach this package. The manager asked for my student's documents, but at that time I
only had a receipt with my student number. I am very glad that they connected me to this package, with a term that I
will bring the student paper, when I will get it.
How would you rate your level of satisfaction with this encounter?
1
2
3
4
5
6
7
extremely
dissatisfied
extremely
satisfied
What exactly made you feel that way?
The employee was so empathy and assurance, I was happy that they trusted me about my student’s
documents. It’s good to have this package, and almost all my friends have the same. So we can call free each others.
What was your reaction? If you complained, did the service provider attempt service recovery?
No, I didn’t complain.
What could the employee/firm have done to make you happier with the encounter?
They could make package not only for student and with free calls to another Cyprus’s mobile companies.
How likely is it that you will go back to this service firm?
1
extremely
unlikely
2
3
4
5
6
extremely likely
7
Service Encounter
Your Name:
Name of Firm:
NETHOUSE
Date of Encounter: 30TH SEPT,2013
Journal Entry: #2
Type of Service: INTERNET
Time Encounter Occurred: 9.24PM
What specific circumstances led to this encounter?
Expiration of internet in my house
Exactly what did the firm/employee say or do?
At the end of the month when the subcription finished i was given two free extra days.
How would you rate your level of satisfaction with this encounter? (Circle the most appropriate number.)
• 1
2
3
4
56
7
extremely
extremely
dissatisfied
satisfied
Extremely satisfied
What exactly made you feel that way?
I was given two free days of internet unlike other Internet service companies. What made me got my satisfaction is
the Responsive dimension of service. Because immidiately i called them my internet was restored.
What was your reaction? If you complained, did the service provider attempt service recovery?
I was delighted because the service offered surpasses my expectation, people only complain when expectation doent
match up with actual.
What could the employee/firm have done to make you happier with the encounter?
I can say it doesn’t get better more than this.
How likely is it that you will go back to this service firm?
1
extremely
2
unlikely
Extremely likely
3
4
5
6
7
extremely
likely
Service Encounter
Your Name:
Name of Firm: NET HOUSE
Date of Encounter: 30 – 10 2013
Journal Entry: # 03
Type of Service: INTERNET SERVICE
Time Encounter Occurred: 10:00 AM
What specific circumstances led to this encounter?
I’m using Net House for my internet connection, but for the past 3 days I could not access
my internet connection and the internet is very slow so I went to their office to complain.
Exactly what did the firm/employee say or do?
While there, the receptionist immediately asked one of their technicians to follow me to
my apartment and fix the problem with my internet connection.
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?
I felt happy because of the firms immediate responsiveness which is thier ability to help
me as their customer and also their ability to provide me with prompt service without wasting of
my time. My internet connection was about to expire and after fixing the problem with the
connection, without any time wastage, I was offered 2 more days free connection.
What was your reaction? If you complained, did the service provider attempt service recovery?
Yes, because I was immediately ask to go along with a technician to resolve the problem.
What could the employee/firm have done to make you happier with the encounter?
Everything the receptionist did made me feel happier.
How likely is it that you will go back to this service firm?
1
extremely
unlikely
2
3
4
5
6
7
extremely
likely
Service Encounter
Your Name:
Name of Firm:
Date of Encounter: 11.03.2013
Journal Entry: 4
Type of Service: internet service
Time Encounter Occurred: 17:00
What specific circumstances led to this encounter?
I went to Gold Surf office to check when they in the end will connect us to internet. We use their service since 2010
and they always showed empathy (eg.: they connected to internet when we needed it urgent for one day or
connected today but we paid next day.), reliability (eg.: when we had problems with connection they solved it on
that day even when transmitter was damaged.). At the end of the January when tariff ended, service provider took
transmitter from roof without informing me. When I went to extend and pay for next month they told that
unfortunately they cannot now connect since they took transmitter because one from our house was stolen. Secretary
explained that they did it because of roof’s open door in our house. I was surprised since roof’s door always locked
and the key has only owner of the house. I paid for internet and was told that it will take maximum one week to
install transmitter and internet will be connected. In one week I went but they said that they do not know when they
can provide service. I did not complain and worried on that day since lectures did not start yet. But after 18 February
having internet became necessity for me and I kept going to the Gold Surf office to remind them about their
promises.
Exactly what did the firm/employee say or do?
I was told by the secretary that on 12.03.2013 they will connect us to the internet.
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?
Service provider did not keep its promise for more than one month. And on 12.03.2013 internet was not connected
again and the following week too. In their explanation about why they has taken transmitter from roof I do not
believe, because roof’s door always locked and even if we need to check satellite we wait till owner of the house
will come. We are so tolerant to them because using their service for 2 years and it is their first failure. Now we are
searching for other internet provider since Zone of Tolerance has been shrunk very much.
What was your reaction? If you complained, did the service provider attempt service recovery?
We complained but there was no reaction or service recovery. Every time when I go to them they say soon, as
quickly as possible and so on.
What could the employee/firm have done to make you happier with the encounter?
Be reliable and keep their promises.
How likely is it that you will go back to this service firm?
1
extremely
unlikely
2
3
4
5
6
7
extremely
likely
Service Encounter
Your Name:
Name of Firm: Nethouse
Date of Encounter: 3 March
Journal Entry: 5
Type of Service: Internet provider
Time Encounter Occurred: 2.00- 2.30 pm
What specific circumstances led to this encounter?
I always use Nethouse internet connection at my home and I went to Nethouse firm to buy
internet connection card. I use wireless and I paid 65 TL according to this system because
internet connections depend on whether you have with cable or without cable connection.
Especially I indicated to employee that I use wireless connection. I came back to my home and
then I tried to connect to internet but there was something wrong. The system showed that you
cannot connect the internet because you had cable connection. Immediately I went to the firm to
solve my problem.
Exactly what did the firm/employee say or do?
I explained to employee about what kind of problems I had and I waited for solving of issue but I
came across unexpected attitudes from employee. She said you did not mention with or without
cable connection. I did not responsible. If you had friends who were use with cable internet
connection you can sale connection card. I did not give back your money to you.
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?
I felt myself as a foolish because I paid 65 TL and I did not still get exact connection card.
Almost employee blamed me. I started to think that how can I persuade employee to my
statement about my wireless connection.
What was your reaction? If you complained, did the service provider attempt service
recovery?
I had difficulty to explain my situation to employee because even she did not listen to me. I
complained her to other employee of firm. I said that I was not liar and I knew what I want. I
wanted wireless connection card from her but most probably she did not listen to me at that time
and tried to justify herself. After 5-10 minutes one of the employees of firm gave me the wireless
connection card and they apologized from me for this misunderstanding.
What could the employee/firm have done to make you happier with the encounter?
If she listened to me carefully, I could be happier. I did not expect apologize for this because
every human being make a mistake. If she said that let me check your card connection and if
there was still mistake I can change your connection card, I could be very satisfied but that
employee even did not listen to me.
How likely is it that you will go back to this service firm?
1
extremely
unlikely
(( 2 ))
3
4
5
6
7
extremely
likely