This is done for my services marketing course

1. A
SERVICES ENCOUNTER EXPERIENCES
PRESENTED BY
BEST VERSUS WORST SERVICE ENCOUNTER
SORNALY AHMED
ID-1611037030

2. BEST SERVICE
ENCOUNTER
Service Name:Cafe360
Service Type : Restaurant
Service Area: Mirpur-6,Dhaka
Service Rating : 5 out of 5
Date of Encounter :28th
September,2018

3. WORST SERVICE
ENCOUNTER
Service Name: Salty
Service Type : Restaurant
Service Area: Taltola,Khilgaon
Service Rating : 2 out of 5
Date of Encounter :5th
October,2018

4. 1.Information
2.Consultation
3.Order Taking
4.Hospitality
5.Safekeeping
/Caretaking
6.Expectation
7.Billing
8.Payment

5. Cafe360 Salty

6. CAFE360

7. SALTY

8. Communication
gap
Design
gap
Listening
gap
Delivery
gap
Gap Model
COMMUNICATION
GAP

9. Gap4:
Communication
gap :
The gap between
service delivery
and external
communication
with customers

10. Recommendation
• Do not overpromise the customers through advertising in any cues
used for promotion,
• Don’t view the external communication as independent,
• Plan a strong internal marketing program to avoid all gaps in service,
• Price platters according the quality and quantity,
• Be more polite and decent at times of dealing with customers for
better hospitality,
• Maintain and manage customer expectation through all forms of
communication .