Service

Encounter Paper
The Best Service Encounter:
The Context:

On a Sunday afternoon, my roomies and I wanted to eat something tasty and fast, to go back
home and watch sport events. It was at Mc Donald’s. I ordered a “Big Mac menu”. Unfortunately,
there was a hair in my Big Mac. I went back to the cash Register to explain my problem. The girls
that dealt with my issue looked so sorry and apologized in a very respectful way. Then, she directly
gave me a new hamburger, and insisted to add (free) whatever I wanted. This reaction was very ok
for me, but she apologized again and insisted so I went for a free Sundae (ice cream). The fast and
efficient answer to my problem was way above my expectations.

The 3 most important Action Management:

First of all, in term of Relationship Marketing, it was perfect. It was clearly not the cashier’s fault,
but she still apologized. I felt here that she applied 3 out of the 5 dimensions of the service
attributes. The first one was empathy. Effectively I directly felt listened and the employee looked
very concerned (even sad) about the problem. The second was responsiveness. Indeed, the whole
scene lasted 1 minute maximum. The third was reliability because the solution encountered was
efficient and above my expectations. This good application of Relationship Marketing, led to the
Retention of a very loyal customer, the avoidance of a huge negative Word of Mouth, and a
Socializer Service scape.

Then, knowing the good reputation of Mc Donald’s and their professionalism, it is not surprising to
see their very Efficient Blue Print. Without drawing it and enter in detail, if we refer to the Line of
interaction (between the Customer actions and “Onstage” contact employee action), the Service
recovery Strategy was fair, quick and cultivating in term of relationships. If we refer to the Line of
Visibility (between “Onstage” and “Backstage contact employee action), 3 out of the 4 Service
encounters (Recovery, adaptability, Spontaneity) were efficiently applied. Effectively the
employee recovered well, fast an efficiently a customer complaint that could have gone very far in
term of outcomes (negative word of mouth, juridical complains…). She showed a huge sense of

Updated:
adaptation because this situation obviously leads to stress, but she stayed cool, calm, nice and
very respectful. This was very spontaneous, showing a lot of expertise and maybe even a good
formation/training. And, if we refer to the Line of Internal interaction (between “Backstage“
contact employee action and Support processes), I noticed this professionalism coming from the
managers or supervisors, because, the employee clearly and intuitively explained how a hair can
fall in the food (so she explained what happened in the food preparation, a support activity), and
apologized and assured that the problem won’t happen again, so I guess that the message went to
the kitchens.

Finally, this particular case shows how Empowerment can lead to excellent results. Everyone is
responsible at Mc Donald’s. Effectively this particular employee acted intuitively and based on her
experience, not on the manager or supervisor. This led to a quicker response to my need and
dissatisfaction. Moreover for the employee/company, this leads to more happiness in her working
environment, a source of idea (the reward was very tangible and satisfying), and sometimes,
great word of mouth not directly thanks to the company, but to a small employee, and, a Very
Satisfied Customer equals to a Loyal Customer.

The Worst Service Encounter:

The Context:

It was in Mexico. I was out at a bar on a Tuesday, and ordered a Uber to go back home with one of
my roomies. He was drunk, and maybe even not conscious. The bar was in a city called Puebla and
our house in the nearest village called Cholula. We were maybe looking like “tourists” because we
are not Mexicans, but I knew exactly the way back home. The driver was clearly not taking the
right way, to try maybe to increase the bill.

What went wrong?

At a moment, it was so obvious to me that he was “cheating”, so, I asked him why didn’t he take
the right way and made it longer. He was answering that we was on the right way and that he
knew the road, and it was the shortest way to go. Then I told him to go on a specific way (like
“turn left here” or something like that. He didn’t. It was my right as a customer to choose the road
I wanted, so I told him that I would grade him very badly (0/5 stars). Then it was the most
disrespectful thing I heard in my life from a service provider: “I don’t care about your grading, I
care about your money”. After coming back home, I complained on the app, but nothing really
happens after texting the after sales service.

It is important for a company to remember that a happy customer is a potential loyal customer.
Also, in general, the employees represent the image and culture of the company, so when a
company’ employee delivers a low service quality, the company is a low-quality company in the
eye of the customer.

What is the Real Cause of the Problem?

We arrived to that situation because of many issues directly linked to the reaction to a customer
complaint by an employee that is marginal to the company on the one hand, but so representative
from the other hand.
First, there was a Huge Customer/ Service Performance and Communication Gaps through a bad
Service (taking wrong way) and an extremely awful Customer Relationship Management from the
driver (employee). Then, there was no real (or satisfactory) reaction from the Uber Software
(Customer Complaint + Complaint Recovery). Finally no Solutions were found, no Excuses
expressed and no Compensation put in place. I did not even receive a message from the support
activities.

In few words, from the company perspective, there was no service recovery, so I was an unhappy
customer with lower repurchase intention. Then from the employee perspective, the service
scape was not at all not socializer so it led to a negative behavior as answer, which was
avoidance with the desire not to stay and gaps with Inappropriate pricing and ineffective
management of customer expectations.

My recommendations:

First of all, in Mexico, Uber should implement a Service Blue Print: It necessitates Internal formal
Coordination, should be done cleverly and deeply enter into the details, for specific situations like
the one I experienced. A Script could even be provided to the drivers. A multiple number of
options are available (Training, formation, HR, better recruiting, organizational culture…), and
some must be tested in Mexico, because 2 or 3 drivers can literally destroy Uber’
Reputation/Loyalty/Equity. Mc Donald’s did well (see best service encounter), and Uber is
normally good in dealing with the complaints in Europe, so it is feasible.

Then, to align Service Designs and Standards, the traditional marketing mix has been expanded to
a 7ps model. Uber is excelling in the 4ps but in this case, I recommend a deeper focus on People
and Process. First, People to better train the drivers to avoid or resolve situations like mine, then
Process for all the post service providing, in which I complained for the service, but didn’t get
anything (money/discount/message) that didn’t increase my anger, that passes from against the
driver, to extreme anger against the whole company.

Finally, Give me more Consideration/Respect to the Customer in the service triangle. A goodwill
gesture would have been a minimum in my level of expectation. Recognition of the Customer is
key in succeeding in the administration of the right service. In this case it is more the driver’s
mistake than Uber’s, but the reconsideration of Service Recovery into a More Customer Centric
(no consideration of customer pyramid before) through more quantitative/qualitative research
would help eliminate at least drastically those conflicts between drivers and customers.

My Personal Insight:

In Service Marketing, it is primordial to understand customer requirements and expectations to

therefore align service design and standards, delivering and performing the right services and
thus, managing to keep service promises with a unique value proposition. Delivering a perfect
service goes through a reduction of the customer gaps and the providers gaps. Because
customers are the heart of the process, it is company’s duty to make sure they are all the time
satisfied.

However, sometimes some mistakes from the company (support activities, employees of after
sales service) can result in tensions with customers that can have a lot of Negative Outcomes. In
the realistic scenario, the company loses a customer (more or less loyal). In the worst scenario, the
company can experience negative word of mouth, boycotts and even huge financial losses
(example of the video in the plane in which a customer was forced to leave because the plane was
full, even if he purchased his plane ticket). But I understood from the study of my personal
experience, that a problem (when faced quick, efficiently, and the right way) could have very
positive outcomes for both customers and the company. In the example of Mc Donald’s (among
the others Service entries), an unacceptable situation (hair in my food), led to an increase of
Brand Loyalty, Image and Equity.

Thus, (even if it was not the case before) I am convinced that Customer complain and Complain
Recovery are key tools that are source of success for the companies that focus on putting enough
efforts in implementing the right Service Blue Print with a customer centric approach and a
conflict resolving expertise. The customer is human and empathic as well, so a good explanation
and an appropriate reaction can easily lead to great results.

In addition, I think that the notion of “Employee empowerment” is very important in a service
marketing field company. In fact, empowering employees can generate benefits such as
improving the workers productivity. Also, according to the service profit chain, it generates
profit.

In the future, I would like to work in the luxury industry. The service delivery in those kinds of
companies must be excellent. Having identified all the processes of service delivery during the
service marketing classes (employees and customers behaviours, service blueprinting, gaps model
of service quality...), I think that I will be able to better understand how to deal with the subject
and be reactive in every situation following the Service encounters and attributes. Effectively,
Empathy, Responsiveness, reliability, adaptability are key qualities and skills that all the
workforce of the Service industry should have.


Service Encounter
(Best)
Journal Entry No.: 1
Your Name: Ahmed Alaoui Bouarraqui
Name of Firm: Mc Donald’s
Date of Encounter: Around mid January 2020
Type of Service (industry): Food and Restoration
Time Encounter Occurred: 1pm


What specific circumstances led to this encounter?

I was with my roomies shopping in a Retailer, then we decided to have a lunch at Mc Donald’s because it was time to
eat, and it was a Sunday, we were lazy to cook. We just wanted to eat something tasty and fast, to go back home and
watch sport events. Then, we ordered and went to eat. Unfortunately, there was a hair in my Big Mac.


Exactly what did the firm/employee say or do?

I went back to the cash Register to explain my problem. The girls that dealt with my issue looked so sorry and
apologized in a very very respectful way. Then, she directly gave me a new hamburger, and insisted to add (free)
whatever I wanted. This reaction was very ok for me, but she apologized again and insisted so I went for a free Sundae
(ice cream).


How would you rate your level of satisfaction with this encounter?

1 2 3 4 5 6 7
Extremely Extremely
dissatisfied satisfied


What exactly made you feel that way?

The fast and efficient answer to my problem was way above my expectations. Moreover, it was clearly not the
cashier’s fault, but she still apologized.


What could the employee/firm have done to make you happier with the encounter?

Nothing. It was perfect.

How likely is it that you will go back to this service firm?

1 2 3 4 5 6 7
Extremely Extremely
unlikely likely


Why?

I go very often to Mc Donald’s, probably every week. I had an issue with them only 2 times (over hundreds or
thousands of times), and both times, there was a good reaction from the staff. Both experiences are described in this
Journal.








Service Encounter
(Worst)
Journal Entry No.:2
Your Name: Ahmed Alaoui Bouarraqui
Name of Firm: Uber
Date of Encounter: July 2019
Type of Service (industry): Transport and Private Driving
Time Encounter Occurred: 2am


What specific circumstances led to this encounter?

It was in Mexico. I was out at a bar on a Tuesday, and ordered a Uber to go back home with one of my roomies. He
was drunk, and maybe even not conscious. The bar was in a city called Puebla and our house in the nearest village
called Cholula. We were maybe looking like “tourists” because we are not Mexicans, but I knew exactly the way back
home. The driver was clearly not taking the right way, to try maybe to increase the bill.


Exactly what did the firm/employee say or do?

At a moment, it was so obvious to me that he was “cheating” so I asked him why didn’t he take the right way and
made it longer. He was answering that we was on the right way and that he knew the road, and it was the shortest
way to go. Then I told him to go on a specific way (like “turn left here” or something like that. He didn’t. It was my
right as a customer to choose the road I wanted, so I told him that I will grade him very badly (O/5 stars). Then it was
the most disrespectful thing I heard in my life from a service provider: “I don’t care about your grading, I care about
your money”. After coming back home, I complained on the app, but nothing really happens after texting the after
sales service.


How would you rate your level of satisfaction with this encounter?

1 2 3 4 5 6 7
Extremely Extremely
dissatisfied satisfied

What exactly made you feel that way?

Bad Service (wrong way) + Extremely Bad Customer Relationship + No real (or satisfactory) reaction from the Uber
Software


What could the employee/firm have done to make you happier with the encounter?


Give me more Consideration/Respect. A goodwill gesture would have been a minimum in my level of expectation.


How likely is it that you will go back to this service firm?

1 2 3 4 5 6 7
Extremely Extremely
unlikely likely


Why?

I still use the service of Uber despite being angry at the same pace, so I can’t say that I am unlikely to go back.




Service Encounter

Journal Entry No.: 3
Your Name: Ahmed Alaoui Bouarraqui
Name of Firm: Bouygues Telecom
Date of Encounter: 21 January 2020
Type of Service (industry): Telecommunication
Time Encounter Occurred: 11 am


What specific circumstances led to this encounter?

I wanted to buy a new expensive phone, but being a customer to the firm, I knew I would get an interesting discount
by improving slightly the features of my subscription. So after looking on the company’s website, I had an idea of my
new subscription and the price I would pay for the phone (I phone 11). I went to a shop to conclude the deal.


Exactly what did the firm/employee say or do?

The employee proposed me extra discounts, and particularly a big promo linked to the resumption of my old phone
(+100€ of the proposed value, so they gave me 180 euros for a phone that I bought new at 200 euros) + 50€ of
payback if I just send a mail to the customer service. In the end, I wanted to pay 389 euros for a phone that costs
819€. But thanks to the employee, the phone cost me only 189€ + a free glass protection for the screen.


How would you rate your level of satisfaction with this encounter?

1 2 3 4 5 6 7
Extremely Extremely
dissatisfied satisfied


What exactly made you feel that way?

The surprise. I was not expecting this at all, so the service providing went was higher than my expectations.


What could the employee/firm have done to make you happier with the encounter?

Nothing. If I really want to find something to criticize, I would say that the company didn’t take a full advantage of this
discount, because I looked a lot for the information, and didn’t know about that. So probably many actual customers
like me, that wouldn’t have been willing to pay 389 for an Iphone would have been willing to pay 189 for it.


How likely is it that you will go back to this service firm?

1 2 3 4 5 6 7
Extremely Extremely
unlikely likely


Why?

Unlike Orange for example (you will see below 2 other examples of Telecommunication Service), Bouygues Telecom
were always able to answer my issues/questions. And sometimes (like this example), the even surprise me.






 Service Encounter

Journal Entry No.: 4
Your Name: Ahmed Alaoui Bouarraqui
Name of Firm: Carrefour Assurances
Date of Encounter: October 2019
Type of Service (industry): Insurances
Time Encounter Occurred: 4 pm


What specific circumstances led to this encounter?

It was in Reims. I went to this specific insurance, because I went before with a non-French speaker that needed
insurance, and I was the translator. Things went very good with the woman working there, so when I came back, she
directly recognized me. It was for habitation insurance, and the subscription went very good. After some days, I
changed my place. Then, at a moment, I needed urgently a proof of this insurance. But it was in my old address. I
didn’t have time to go back there, so I just called the agency to ask to change my contract.


Exactly what did the firm/employee say or do?

I asked for the name of the woman that I saw twice before, she took my call. She has been very nice, fast and efficient.
The call lasted 3 minutes, and 2 minutes after the call, I had the paper I needed urgently.


How would you rate your level of satisfaction with this encounter?

1 2 3 4 5 6 7
Extremely Extremely
dissatisfied satisfied


What exactly made you feel that way?

Again the fast process, and the fact that I was feeling a tension/stress that directly disappeared in 5 minutes.


What could the employee/firm have done to make you happier with the encounter?

Nothing. Indeed, the employee solved a potential problem that would have been under my responsibility.


How likely is it that you will go back to this service firm?

1 2 3 4 5 6 7
Extremely Extremely
unlikely likely


Why?

More than the customer service that is fast, efficient, and in my zone of tolerance, the prices are very interesting and
more attractive than my old insurance company for the same features.








 Service Encounter

Journal Entry No.: 5
Your Name: Ahmed Alaoui Bouarraqui
Name of Firm: Mc Donald’s / Uber Eats
Date of Encounter: February 2020
Type of Service (industry): Food Delivery
Time Encounter Occurred: 8 pm


What specific circumstances led to this encounter?

I was alone at home, and lazy to cook. I wanted a Mc Donald because I love their food. I ordered a menu through Uber
Eats platform. Unfortunately, there was a mistake in the size of fries and drink, and not the right burger I ordered, but
a different one. When, the delivery arrived, I noticed and directly report it to the app.


Exactly what did the firm/employee say or do?

They asked me to send a picture as a proof. I did it. Then, they quickly recognized the problem and took responsibility
for it and apologized. Then, they reimburse me the difference between what I paid, and what I got. They did
something to deal with my complaint, but it was clearly not enough. I would have expected to deliver me what I
ordered, or at least make the order free, or a big discount in my future orders. The 2 or 3€ they gave me back were
clearly not sufficient to deal with my deception.


How would you rate your level of satisfaction with this encounter?

1 2 3 4 5 6 7
Extremely Extremely
dissatisfied satisfied


What exactly made you feel that way?

I recognize that they took an initiative, but It was way under my expectations.


What could the employee/firm have done to make you happier with the encounter?

As mentioned before, I would have expected at least make the order free, or a big discount in my future orders. The 2
or 3€ they gave me back were clearly not sufficient to deal with my deception. I expected a meal, and I got another
smaller one.



How likely is it that you will go back to this service firm?

1 2 3 4 5 6 7
Extremely Extremely
unlikely likely


Why?

As I said in the service number 1, I order very often to Mc Donald’s via Uber Eats. Those were the only 2 times in which
I was disappointed with Mc Donald’s. Moreover, this time, it was Uber Eats that was responsible for the complain
management.



 Service Encounter

Journal Entry No.: 6
Your Name: Ahmed Alaoui Bouarraqui
Name of Firm: Orange
Date of Encounter: July 2018
Type of Service (industry): Telecommunication
Time Encounter Occurred: 10 am


What specific circumstances led to this encounter?

In June 2018, I went for a year in Mexico. I had a justifiable reason to unsubscribe without any fees my wifi. It didn’t
work on the company’s website, so I called Customer Relationship Service. They told me what to do, and I did it. I sent
a mail to the right address, gave back the material to the agency, and received the acknowledgment of receipt of the
letter. Then, when I arrived in Mexico, after few weeks, I noticed on my bank account that I was still paying for the wifi
connexion even after the subscription was done. I sent a mail to their customer relationship service.


Exactly what did the firm/employee say or do?

NO ANSWERS ! I sent 2 or maybe 3 more mails in the following weeks. I was still paying in December those 40€ per
month. I ended up by receiving an email in December, in which they were asking me to send a letter to an address. It
was about the same procedure than the one I had before leaving France (Letter + give back the material to your
agency). I got so angry of this service that (I admit) I answered in a very vulgar way, saying that I did this before and
that they were literally stealing me money. I really didn’t like how they managed the situation. Then, they didn’t
answer my “vulgar mail”, but the subscription was over and they were not charging me anymore.


How would you rate your level of satisfaction with this encounter?

1 2 3 4 5 6 7
Extremely Extremely
dissatisfied satisfied


What exactly made you feel that way?

First, the lack of respect hurt me. Then, I couldn’t do anything to change this situation because I was in a foreign
country. Finally, the fact that they never apologize or give me back the (6x40) 240 euros they “stole” me for an
Internet connexion without a material that has been given back in the way it should. I did as a customer what I had to
do. It is 100% their fault.


What could the employee/firm have done to make you happier with the encounter?

They should clearly give me back the money just to show to the customer a minimum of consideration. I didn’t
complain juridically, but I sure I would win, and they would have to pay a lot for the damage caused.


How likely is it that you will go back to this service firm?

1 2 3 4 5 6 7
Extremely Extremely
unlikely likely


Why?

I will never put a foot again in Orange. When I came back to France, I subscribed again to internet with Bouygues (the
ones responsible for my phone subscription (see service number 3).

 Service Encounter

Journal Entry No.: 7
Your Name: Ahmed Alaoui Bouarraqui
Name of Firm: Maamoura
Date of Encounter: February 2020
Type of Service (industry): Food and Restoration
Time Encounter Occurred: 3:30 pm


What specific circumstances led to this encounter?

I was in Morocco (my country of origin), when I saw an “unformal” seller of Sandwiches and Fries like we can see in
developing countries. I was not expecting at all a high quality of service or food. It was not a rushing hour, so the guy
was alone. I was hungry and asked just for fries. It cost me only 0,5€ so I wasn’t expecting anything particular from
those fries. However, he did not prepare me “new fries”, he just gave me some from what probably was left from the
rushing hours. I took one that tasted awful, and just kindly asked him to warm them up a bit. His answer shocked me
so much, that when I tell this story, I tell it as a joke.


Exactly what did the firm/employee say or do?

He looked at me with the most CONTEMPTUOUS look someone can have and said shouting at me: “AH SOOOORRY
SIR, YOU WANT THEM HOOOOOT ?”. I was so shocked by his answer that I just said sorry, put the fries next to him,
and left.


How would you rate your level of satisfaction with this encounter?

1 2 3 4 5 6 7
Extremely Extremely
dissatisfied satisfied


What exactly made you feel that way?

I perceive the message he wanted to give. He may wanted to tell me that if I wanted something decent, I should go to
a more “premium” place and that this is what I should expect from a 50 cents big of fries. But I felt bad about the way
he treated his customer. In French, we say “the customer is king”.


What could the employee/firm have done to make you happier with the encounter?

In the worst scenario, he could have kindly apologized about his conditions. I would not have left angry if he did so. In
the best scenario, he could have done the effort to warm his oil, and prepare me a new order of fries, or just give me
back my money and say that he doesn’t have warm fries, I would have understood.


How likely is it that you will go back to this service firm?

1 2 3 4 5 6 7
Extremely Extremely
unlikely likely


Why?

This place provides no unique value proposition. It is not like the example of Mc Donald’s or Uber in which they
provide a value proposition or very few alternatives exist. It was a low involvement purchase, since I can buy fries
everywhere (and at that price in Morocco). Thus, I am sure I won’t come back there. The reaction is quite the same as
for Orange (Service number 6).

 Service Encounter

Journal Entry No.: 8
Your Name: Ahmed Alaoui Bouarraqui
Name of Firm: An unformal independent electronic reparator in Morocco
Date of Encounter: May 2019
Type of Service (industry): Electronic Devices (Reparation/ Fixing/ After sales)
Time Encounter Occurred: 11am


What specific circumstances led to this encounter?

I was in Mexico and my laptop stopped working. I went to an apple store in the fixing area to get a quote for the fixing.
The person working there charged around 350 euros. It was too expensive for me, so I didn’t consider the offer. Back
to Morocco, I brought my computer in the market to a guy with a good reputation.


Exactly what did the firm/employee say or do?

He recognized better the problem (people who work in those reparatory shops in developing countries didn’t even go
to school sometimes), said that the hard drive was not affected at all, and that just a small part/piece has to be
changed. He charged me only 70€.



How would you rate your level of satisfaction with this encounter?

1 2 3 4 5 6 7
Extremely Extremely
dissatisfied satisfied


What exactly made you feel that way?

First, I am very positively surprised. It was 20% of the price proposed by “The Apple Store” and its good reputation and
know how, with a better understanding of the problem, with less training/Studies/Diplomas/know how. Then he was
honest, which is rare in those kinds of places (markets in the streets of developing countries). Indeed he could have
charged me the double or the triple of the price, and I would have paid it.


What could the employee/firm have done to make you happier with the encounter?


Nothing. It was perfect. He deeply explained what was wrong and what needed to be done.

How likely is it that you will go back to this service firm?

1 2 3 4 5 6 7
Extremely Extremely
unlikely likely


Why?

Everything was perfect but still, the reputation and expertise of those repairers are known for using fake pieces or at
least have an incomplete large number of skills. I still would go to Apple (except the one in Mexico) if I have an issue
with my computer, but I admit the person I had in Morocco was very nice and competent.




 Service Encounter

Journal Entry No.: 9
Your Name: Ahmed Alaoui Bouarraqui
Name of Firm: NEOMA Business School and UDLAP Puebla
Date of Encounter: Since September 2019
Type of Service (industry): Schools
Time Encounter Occurred: Still today and since September


What specific circumstances led to this encounter?

I am an international student doing a double degree with UDLAP (Mexico). I have a certain number of credits to
validate, and a certain number of courses to follow. When the grades appear on the platform, some materials appear
with the amount of 0 credits. Do I have to take those courses to validate my degree? Will those grades appear in my
Transcript? I have no idea, and still today no one can answer me that question. For example, I realized a full Seminar
Paper (Neoma thesis) without knowing if the grade will count, or if I had to follow this course.


Exactly what did the firm/employee say or do?

My school (UDLAP) finally told me to refer to what NEOMA says and stick to it (when they want to answer my mails, I
have at least 5 mails sent without any answer and dozens of discussions with people delegating the tasks or saying
they are not the ones to ask). NEOMA only told me that the Internship and the Seminar Paper were conditions to have
the NEOMA degree. So I know that both are mandatory, but seminar Paper for the moment counts for 0 credits. What
about the 10 other courses /Simulations /Small Seminars?? Can I avoid to go to those courses since it is written that it
is 0 credits and that I have more credits in Neoma than what I have to validate? No idea and no one can answer this
question for now and since the first day of the academic year.


How would you rate your level of satisfaction with this encounter?

1 2 3 4 5 6 7
Extremely Extremely
dissatisfied satisfied


What exactly made you feel that way?

Asymmetry of information and lack of consideration of a “non common” case make me feel depressed.


What could the employee/firm have done to make you happier with the encounter?

Both Schools should take a little moment to communicate between them, and fix the problem so that it won’t happen
again with the next generations. Moreover, it is really not acceptable from 2 schools that pretend to be very
performing.


How likely is it that you will go back to this service firm?

1 2 3 4 5 6 7
Extremely Extremely
unlikely likely


Why?

I won’t judge NEOMA or UDLAP just on this particular case. All the other attributes of this Service (Schools) fit in my
expectations, and even if those courses doesn’t count in my transcript in the end, I learnt a lot from those. Moreover,
thanks to NEOMA, I found a very attractive internship for July, so it compensates easily.
 Service Encounter

Journal Entry No.: 10
Your Name: Ahmed Alaoui Bouarraqui
Name of Firm: Bla Bla Car
Date of Encounter: 20 december 2019
Type of Service (industry): Transportation and Car Pooling
Time Encounter Occurred: 8 am


What specific circumstances led to this encounter?

I had to go to Paris from Reims and did not wanted to pay a train ticket because it was expensive. So, I had decided for
the first time to use the app of BlablaCar. I had created an account through my computer and was ready to choose the
destination I wanted and the person/timing/meeting point to drive to Paris on my phone. I chose a man that was 50
years old more or less because the timing was convenient.

Exactly what did the firm/employee say or do?

I judged the bla bla car service through that young guy even if he is not a Bla Bla car worker. I enjoyed a very nice ride
to Paris with him and another lady that was here. It was nice because the man was interesting and was asking
questions, soi t was easy to make a conversation with them. We spent a very nice time together.

How would you rate your level of satisfaction with this encounter?

1 2 3 4 5 6 7
Extremely Extremely
dissatisfied satisfied


What exactly made you feel that way?

It was cheaper than a train ticket, and a very positive experience at the end. So I have no regrets and I renewed the
experience many times.

What could the employee/firm have done to make you happier with the encounter?


Maybe be a little less intrusive, but it was very ok.



How likely is it that you will go back to this service firm?

1 2 3 4 5 6 7
Extremely Extremely
unlikely likely


Why?

I never tried the experience, so I really didn’t know what to expect. Since that day, I almost (except 1 time) always go
to Paris with Bla Bla Car.