SERVICE ENCOUNTER JOURNAL ENTRY

SERVICE ENCOUNTER JOURNAL ENTRY Name of Firm: Daraz Type of Service: e-commerce platform Date of Encounter: 26-07-2021 Time of Encounter: 5:00-5.45pm 1. What specific circumstances led to this encounter? I’ve ordered ...

SERVICE ENCOUNTER JOURNAL ENTRY Name of Firm: Daraz Type of Service: e-commerce platform Date of Encounter: 26-07-2021 Time of Encounter: 5:00-5.45pm 1. What specific circumstances led to this encounter? I’ve ordered a product online, after getting delivery I found it broken and called on their customer service to get a solution of it. 2. Exactly what did the firm say or do? The customer service agent listened to my issue, then asked me for the order id and image of the product. After providing her details she asked me if I want a refund. Since, the quality of the product didn’t seem good to me that’s why I agreed to refund option. She confirmed me that the refund amount for the product will be credited to my account within next few working days. 3. How would you rate your level of satisfaction with this encounter? Extremely Dissatisfied Extremely Satisfied 1 2 3 4 5 6 7 4. What exactly made you feel that way? I’m satisfied with their after sale service but not with their core service, since they have delivered me a product that is broken or I would say it was such poor quality that caused the issue. In terms of their customer service they have done pretty well. Indeed, they didn’t even ask me to return broken product. 5. What could the employees do to make you feel happier with the encounter? They should have provided good quality product and also check it before delivered. Also can use better packaging so that it doesn’t get broken. If they can ensure these hope it will end up with satisfaction of most customers. 6. How likely is it that you will go back to this service firm? Extremely Unlikely Extremely Likely 1 2 3 4 5 6 7 Why? The after sale service they have provided that was excellent and I got refund on time. At least they have shown good customer responsiveness there are a lot of e-commerce platform those are not responsive as much as Daraz. So, I would prefer a reliable platform rather t Name of Firm: Daraz Type of Service: e-commerce platform Date of Encounter: 26-07-2021 Time of Encounter: 5:00-5.45pm 1. What specific circumstances led to this encounter? I’ve ordered a product online, after getting delivery I found it broken and called on their customer service to get a solution of it. 2. Exactly what did the firm say or do? The customer service agent listened to my issue, then asked me for the order id and image of the product. After providing her details she asked me if I want a refund. Since, the quality of the product didn’t seem good to me that’s why I agreed to refund option. She confirmed me that the refund amount for the product will be credited to my account within next few working days. 3. How would you rate your level of satisfaction with this encounter? Extremely Dissatisfied Extremely Satisfied 1 2 3 4 5 6 7 4. What exactly made you feel that way? I’m satisfied with their after sale service but not with their core service, since they have delivered me a product that is broken or I would say it was such poor quality that caused the issue. In terms of their customer service they have done pretty well. Indeed, they didn’t even ask me to return broken product. 5. What could the employees do to make you feel happier with the encounter? They should have provided good quality product and also check it before delivered. Also can use better packaging so that it doesn’t get broken. If they can ensure these hope it will end up with satisfaction of most customers. 6. How likely is it that you will go back to this service firm? Extremely Unlikely Extremely Likely 1 2 3 4 5 6 7 Why? The after sale service they have provided that was excellent and I got refund on time. At least they have shown good customer responsiveness there are a lot of e-commerce platform those are not responsive as much as Daraz. So, I would prefer a reliable platform rather t