Quality Service

This document discusses the concept of quality service and its impact on customer satisfaction. It provides examples of both good and bad customer service experiences.

Running head:QUALITY SERVICE
Quality Service
Name:
Institution:
Date

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Introduction
Quality services is the process in which top-notch services are provided to a customer
according to their expectations. Improving a company’s customer service is the key to
differentiating between a good, a bad and an indifferent organization (Ali, & Raza, 2017).
These are my experiences.
Top-Notch Quality Service
Experience 1
This is a good customer service from my bank. I had a very busy day that week and
really wanted money to pay for my school fees before the closing deadline was over. I knew I
had money in my account and that I would just go to the bank and get the services I needed
within 20 minutes. When I got there, the core banking systems were facing a downtime. This
was unlike the bank operations due to their massive infrastructure (Dabholkar, 2015). The
management is welcoming and very friendly. When the floor manager saw that I was
nervous,she explained to me the situation. I told her what my issue was and that if I did not
pay up that day I would differ my semester for the rest of the year. She showed empathy and
took me to the manager’s office where I was served as a corporate customer while knowing
each other. The manager called the head office and the process was done in less than 10
minutes. She later called me to confirm if I was in school already. That is the best customer
experience I have had.
Experience 2
The second service was when I went on a date with my girlfriend at a local hotel. I
was a regular member of the hotel and the management had known me. When we finished

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our date, I realized that I had not carried my wallet and I couldn’t ask for my girlfriend to foot
the bill. The manager came and told me that the bill was paid by the hotel as I was a regular
customer. I could have been embarrassed but they made my night (Hussain, Al Nasser, &
Hussain, 2015).
Bad Customer service
Experience 1
My car was involved in an accident and I immediately contacted my insurance
agency. The agent came and took my car and told me that it would be taken to a garage and I
would get it back in seven days. My worst experience is that I stayed without my car for two
months and in the end I had to pay extra money to pay for garage costs since the agency had
fired most of its employees (Kaura, Durga Prasad, & Sharma, 2015).
Experience 2
I went to a hotel which was rated very well. To my surprise, they were very slow due
to understaffing. I was patient but after waiting for my order for 30 minutes, a different menu
was brought. Since I did not want to be confrontational, I decided to eat the meal but to my
utmost amazement found a roach in the food. It was my worst day. I didn’t pay for the food.
Conclusion
Good customer service retains a customer and attracting new customers. I have had
both good and bad customer service.
References

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Ali, M., & Raza, S. A. (2017). Service quality perception and customer satisfaction in Islamic
banks of Pakistan: the modified SERVQUAL model. Total Quality Management &
Business Excellence, 28(5-6), 559-577.
Dabholkar, P. A. (2015). How to improve perceived service quality by increasing customer
participation. In Proceedings of the 1990 academy of marketing science (AMS)
annual conference (pp. 483-487). Springer, Cham.
Hussain, R., Al Nasser, A., & Hussain, Y. K. (2015). Service quality and customer
satisfaction of a UAE-based airline: An empirical investigation. Journal of Air
Transport Management, 42, 167-175.
Kaura, V., Durga Prasad, C. S., & Sharma, S. (2015). Service quality, service convenience,
price and fairness, customer loyalty, and the mediating role of customer
satisfaction. International Journal of Bank Marketing, 33(4), 404-422.

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