Quality Service: Personal Experiences and Analysis Report

This report analyzes personal experiences with quality service, providing insights into customer interactions. The report begins with an introduction defining quality service as providing top-notch services to meet customer expectations. The author then shares two positive experiences, including an instance where a bank employee showed empathy during a system downtime and another where a hotel covered the bill for a regular customer. Conversely, the report details two negative experiences: a prolonged car repair process with an insurance agency and a disappointing hotel visit with slow service and a food contamination issue. The conclusion emphasizes the importance of good customer service in retaining and attracting customers, summarizing the author's encounters with both positive and negative service interactions. The report includes a list of relevant academic references.

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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