Service marketing

1. MKT 412
SEC: 5
N A M E : A R A F A H E M E D S A B E R
I D : 1 5 2 1 6 7 8 0 3 0
S E C : 5

2. EXTRAORDINARILY BAD
Short Story:
During Ramadan we five friends made a plan for iftari together and we selected the café rio
for iftari and the rest is history………………….

3. Fig: 1 Fig: 2
Expectation Reality
VS
What went wrong ????
1. They were too late to serve the food (iftari time).
2. Quality and taste was so bad.
3. Their behavior was not up to the mark (worst rice).
4. Because of the rice quality we stopped taking iftari.

4. RECOVERY STAGE:
 Firstly they argued about the food condition but when the
other customer came and complain then they understood and
said sorry with good and friendly manner.
 They showed a very good behavior and apologize about their
food.
 They returned out money.
 They gave us 1 burger and soft drinks without any pay.
My word of mouth against café rio was negative. I
was so dissatisfied that when I came home I
started telling my friends about the horror
situation. I suggested each and everyone not to go
there :/ .

5. 1. Firstly I will apologize about our fault.
2. I will conveyance them to come next day at our shop and
have iftari without any pay.
3. If they are not agree to come then I will ask for their address
and will give a free home delivery service.

6. EXTRAORDINARILY GOOD
Short story:
I came to know about chaldal.com from one of
my friend. One day I order only a perfume form
there which cost BDT 275/= .

7. Why I was happy ?
 They delivered the product with in 45 minute.
 Chaldal.com gave me a small box of gift, I was
really surprised that time.
 They did not charge any additional delivery fee.
 Their behavior was up to the mark.
My word of mouth about chaldal.com was positive.
I was so happy and satisfied their service. I told my
friends about their service and also recommended
them to buy and order foods or product from
chaldal.com.