My Encounter with Vodacom and Telkom Business Customer Service Representatives

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It is evident that the poor service received in the Vodacom service encounter was primarily due to the service employee. Thus it is evident that the service received from that particular service employee was not suitable for a high-contact service. This is due to the fact that although the employee was well equipped with all the necessary tools and technological equipment needed in order to perform the task at hand, he was not prepared to put his own personal technological device aside in order to interact with the customer and provide a satisfactory service. Therefore the main cause for this poor service encounter was entirely related to the Human Resources (HR) and whether the company, Vodacom, had in fact hired the best person for the job. The service encounter was extremely high-contact in nature and prescribed the employee to transfer the data from the customer’s one device onto the customers’ new device, whilst the customer sat and watched the employee. In the Vodacom service encounter, the actual core service was satisfactory, but the manner, time and effort with which it was completed with was highly unsatisfactory and this related primarily to the service employee. Underlying Causes for Defy Service Encounter With regards to the unsatisfactory service received in the Defy service encounter, it is evident that this was caused by a poorly handled and updated database system, along with a slack response to call rate. In the Defy service encounter it was not the core service which was deemed unsatisfactory due to the fact that that the service to the Defy appliance has yet to occur. The underlying cause for the poor service encounter was primarily related to the lack of supplementary service elements which should have been... ... middle of paper ... ...e, the service organisations main objective is to provide a high quality service and satisfy all its customer’s needs. In order for a service organisation to fully satisfy its customers, it needs to provide a range of supplementary services which facilitate and enhance the core service product. This in turn will result in an increase in the firms return on investment (ROI) and thus annual profit due to the fact that more satisfied customers, relate to more loyal customers and thus an extensive amount of repeat purchases. If a service organisation is able to constantly and consistently satisfy its prospects, users and employees and in turn provide a high quality service, it will establish itself as a market service leader and thus succeed as a profitable organisation. This will result in absolute and competitive advantage and thus a successful service organisation.

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