MKT 412

Individual Presentation

Prepared for:

Zarjina T. Khalil

Faculty Member

Dept. of Marketing

Prepared by:

Md. Samid Razzak

ID:1310325030

Presentation Outline

Outline Best service Worst service Recommendations

BEST SERVICE WORST SERVICE

RECOMMENDATIONS CONCLUSION

BEST SERVICE

bWhat was I actually looking for in a coffee shop?

GOOD FOOD/SERVICE COMFORTABLE SPACE INTERNET/WIFI

BEST SERVICE

TYPE OF SERVICE: COFFEE

SHOP

PLACE: TABAQ COFFEE,

JAMUNA FUTURE PARKDATE OF ENCOUNTER: 13th

NOVEMBER 2014

Outline Best service Worst service Recommendations

ZONE OF TOLERANCE: LOW. (CONSIDERING THE BEAUTIFUL AMBIANCE

AND POSTIVE WOM)

BEST SERVICE

Outline Best service Worst service Recommendations

01 02 03

Physical evidence:

-Excellently designed

ambiance(beautiful

pictures and interior

designs)

-Comfortable seats

-Perfect lighting and

music

People:

Well behaved, friendly and

trained staff, always

welcoming with a smile,

calling loyal customers by

name,

Standard other customers

Process:

Prompt delivery,

instant replacement of

food if

complained(service

recovery), incentives:

discount 20%

BEST SERVICE(SERVQUAL DIMENSIONS

Outline Best service Worst service Recommendations

RELIABILITY RESPONSIVENESS

2

3

1

Providing service of food in promised time, almost

10 minutes

First time service: Moment of truth, performed

service in due time

Keeping explicit promise: Excellent taste in

cheese cake, coffee and brownies, as promoted

2

3

1

Inform customers if more time will be needed in

any situations

Willing to help customers if customer ask for anything

i.e. arrangements for extra seats in particular place

Respond to customers instantly for example in

Case of billing and new orders

BEST SERVICE(SERVQUAL DIMENSIONS)

Outline Best service Worst service Recommendations

ASSURANCE EMPATHY

2

1

Make customers feel safe in transactions: Billing

Employees are courteous and have the knowledge

about concerns regarding ingredients(empowered

employees)

2

1

Care for customers: No pictures of other

Customers for privacy

Give customers individual attention during service,

Understand the need of customers

TANGIBLESExcellently designed ambiance(beautiful pictures and interior designs)

, Comfortable seats, Perfect lighting and music

FEEDBACK SYSTEM

Outline Best service Worst service Recommendations

Complain: Hot environment

Installed coolers for customers

Complain: Slow internet

Fixed it within a week

OUTCOME=Happy Customers

Outline Best service Worst service Recommendations

Service: More than expectations

=Happy customers

WORST SERVICE

WORST SERVICE

Outline Best service Worst service Recommendations

WORST SERVICE

Outline Best service Worst service Recommendations

WORST SERVICE

Outline Best service Worst service Recommendations

TYPE OF SERVICE:

ENTERTAINMENT

PLACE: POOL ZONE,

BASHUNDHARA R/ADATE OF ENCOUNTER: 29th

October 2015

ZONE OF TOLERANCE: HIGH. (Considering the physical evidence)

WORST SERVICE

Outline Best service Worst service Recommendations

01 02 03

Process:

Slow service in

cleaning and fixing

tables, slow in serving

food

Physical evidence:

Extremely dirty, unclean .

Bad smell

Unmaintained furniture

No music

People:

Extremely rude, ignorant

staff, not well dressed,

arrogant other customers

WORST SERVICE(SERVQUAL DIMENSIONS

Outline Best service Worst service Recommendations

RELIABILITY RESPONSIVENESS

1

2

No dependability in handling customers problem:

Larger cue stick needed, ignorant staff in our case

First time service: Moment of truth, did not

perform service in due time and best manner2

3

1

Did not inform customers if more time will be

needed while giving food and drinks

Not willing to help the customers regarding pool

boards and cue stick

Did not respond to customers instantly for example

in case of billing and new orders

WORST SERVICE(SERVQUAL DIMENSIONS)

Outline Best service Worst service Recommendations

ASSURANCE EMPATHY

2

1

Not safe in billing: Just a piece of torn paper

Employees are not courteous and have no the

knowledge about concerns(not empowered employees)

2

1

Ignorant staff, did not care for us

No individual attention to us were given, did not

Understand our specific need of the table

TANGIBLESPoorly designed ambiance(colorless, broken walls, unmaintained furniture)

,Torn seats, Poor lighting and no music

RECOMMENDATIONS

Outline Best service Worst service Recommendations

Ensure prompt service and

service recovery in case of

wrong delivery of food

Ensure proper billing

system, with details cost

in every segment

Recruit and train

experienced staff who have

knowledge about pool and

cue sticks

Fix physical evidence,

colour, interior design,

pool boards, arrange seats

and music

ThankyouQuestions?