Best and Worst service encounter

1. MKT 412
Best and Worst Service Encounter
Presented by:
Md. Nasimul Haque Nasim
Id. 1812867030
Presented to:
Zarjina Tarana Khalil (Ztk)
senior lecturer
Department of Marketing and International Business

2. BEST EXPERIENCE
DINAJPUR LUCKY HOTEL
Location: Beside the Dhali Bari food court
Journal entry date: 23rd feb 2022
Type: Local restaurant
* I take their services from 2012-2022 (9 years)

3. REASON FOR THE
BEST EXPERIENCE
 They provided the best customer
service.
 They provide fresh desi food at a low
cost
 setting capacity is enough
 Enough friendly staff to provide the
service
 Environment clean
Level of Tolerance: High
Word of Mouth: Positive

4. MY RECOMMENDATION
The owner said every day at least 2500 customers come
to their hotel.
And they don't give online services. That's why I request
them to start an online service.

5. WORST EXPERIENCE
TAKE AND TALK BD
Location: Jamuna Future Park
shop: #29 Zone:#C Level: #4
Journal date: 25th March 2022
Type: Mobile Phone shop and Gadgets

6. REASON FOR THE WORST EXPERIENCE
 False expectation than reality
 overpromising in Facebook advertising – Gap 4
 Staff very unprofessional – Gap 3
 My waiting time was around 2.30 hours- Gap 2
 poor customer service design- Gap 2
Word Of Mouth: negative
Level Of Tolerance: Low

7. MY RECOMMENDATION
 they need to keep their promises
 keep in shop professional staff
 good customer service design