BM3505 Service Encounter Journal
Encounter # 1 Satisfying Service Encounter Date: 17/09/2014 Time: 8:35am
Details:
At the clinic, the nurse greeted me and attended to my registeration promptly. She informed me of the estimated waiting time and suggested to me that I could go for my breakfast nearby while waiting for my turn. Since I had my breakfast already, I chose to wait. I was warmly greeted by the doctor when I entered the consultation room. His room is simple and neat, there is also a large professonal certificate plaque hanging on the wall behind him. Unlike other doctors who would start by asking for my sickness, he started a friendly conversation to understand my basic background such as my school and my specialisation. It felt genuine because of his tone, eye contact and the fact that he recorded the details down on my medical record card as I spoke. When talking about my sickness, he made it a point to address my concerns by explaining to me the mechanism of diagnosis in a comprehensible manner. Though hesitant, I told him that I was taking chinese medicine as I thought it would be better than english medicine in some cases. He did not dismiss the validity of chinese medicine as I imagined. Instead, he discussed with me objectively and concluded that it is about personal preference and belief. He even suggested to me a simple chinese accupuncture massage remedy for me to try out.
Response:
I was very impressed with the entire service process. Relating to past experiences, I feel that doctors usually adopt the no-frills approach whereby only relevant issues are entertained. However, in this case, the doctor created a friendly environment that encouraged me to raise my all my concerns. As a result, I felt more assured as my doubts were sufficiently addressed. Also, I felt that I was treated with respect and importance during the service process.
Detailed Analysis, & Recommendations
To analyse my service encounter, the service quality, customer value, customer
Details:
At the clinic, the nurse greeted me and attended to my registeration promptly. She informed me of the estimated waiting time and suggested to me that I could go for my breakfast nearby while waiting for my turn. Since I had my breakfast already, I chose to wait. I was warmly greeted by the doctor when I entered the consultation room. His room is simple and neat, there is also a large professonal certificate plaque hanging on the wall behind him. Unlike other doctors who would start by asking for my sickness, he started a friendly conversation to understand my basic background such as my school and my specialisation. It felt genuine because of his tone, eye contact and the fact that he recorded the details down on my medical record card as I spoke. When talking about my sickness, he made it a point to address my concerns by explaining to me the mechanism of diagnosis in a comprehensible manner. Though hesitant, I told him that I was taking chinese medicine as I thought it would be better than english medicine in some cases. He did not dismiss the validity of chinese medicine as I imagined. Instead, he discussed with me objectively and concluded that it is about personal preference and belief. He even suggested to me a simple chinese accupuncture massage remedy for me to try out.
Response:
I was very impressed with the entire service process. Relating to past experiences, I feel that doctors usually adopt the no-frills approach whereby only relevant issues are entertained. However, in this case, the doctor created a friendly environment that encouraged me to raise my all my concerns. As a result, I felt more assured as my doubts were sufficiently addressed. Also, I felt that I was treated with respect and importance during the service process.
Detailed Analysis, & Recommendations
To analyse my service encounter, the service quality, customer value, customer