This the case study no.12.2 from the service management book edition 7 written by James

1. Eye’ll be seeing
you

2. Mukta Nabar 108
Shweta Pandey 109
Disha Kodwaney 110
Hiral Anuvadia 111
Harsh Jhaveri
112
Pratik Sawant 113
Amey Agaskar 114

3. Gist of the Case Study 12.2
Mrs. F has a Doctor Appointment.
Other Patients also arrived at doctor clinic.
Other patients were summoned for treatment
before Mrs. F.
Mrs. F has to waited for 2.5 hours and she
was treated callously by the staff members .
Mrs. F went home without getting treatment.
Mrs. F wrote a grievance letter to the
Doctor.

4. Maister’s Laws of
Service
Law 1- Customers compare
expectations with perceptions.
Assumption Vs Interpretation
Law 2- Its hard to play ‘catch-up
ball’
Halo-effect created by the early
stages of any service.

5. What features of a good
waiting process are evident in
Dr. X’s practice? List the
shortcomings that you see.
Appealing and Comfortable Waiting
Room
 Large windows
Attractive artwork on the wall
 Trailing plants on the shelf

6. Do you think that Mrs. F is
typical of most people waiting
for a service ? How so ? How
not ?
No , she is not typical of most people
waiting for a service because:
Nobody likes unjust treatment
 Nobody likes to wait for a long time
 Nobody likes to be treated callously

7. If Dr. X were concerned
with keeping the F family as
patients , how could he have
responded to Mrs. F’s letter
? Write a letter on Dr. X’s
behalf to Mrs. F

8. Dear Mrs. F ,
My sincere apologies to keep you
waiting for long time and not providing
you a proper treatment. I also
apologies on behalf of my staff for
their rude behavior.
I ensure that, this kind of behavior
will not be repeated in future by any
of my staff members. I request you
to come to my clinic for the required
treatment. And I will make sure that
you will get fast service which will be
free of cost .
Sincerely yours ,

9. How could Dr. X prevent such
incidents in the future ?
Address the patient.
Offer the diversion in the waiting room.
Set his priorities in clinic hours.
Adhere time Management Techniques.
Train the staff members with people
Management Techniques.
Make the clinic more patient friendly.

10. List Constructive ways in
which customers can respond
when services fall seriously
short of their requirements
or expectations?

11. Determine whether your issue is truly worth
complaining about.
Always have a solution when you complain
about something.
Have all your ducks in a row before you
present your request.
Reach out to concerned authority to
complaint.
Present your complaint in a reasonable,
tactful way,