My Service Failure

My Service Failure: Service failure comes about when the supplying of service fails the assumptions of a customer/consumer. Quite often when service failure comes about, the customer will recompense for any inconvenience that may have occurred or was experienced. When service happens, more often than not the customer/consumer will encounter negative reactions of a kind. The particular inner reaction often depends upon how the customers/consumers notices the occurrence of the service failure, implying that the behavioral consequences that are corresponding with the attempts of service recovery, which normally comes about as an answer or response to service failure, depending on the negative reaction straight on and a customer’s view of

The bus was early, and it also had enough seats free as well. Half an hour into the ride, the bus experienced a large-scale stop-and-go traffic jam on the throughway. The driver made the choice to leave the throughway and take an alternate route rather than waiting for the traffic circumstances to lighten up. The driver then spent half an hour driving on the by-streets before recognizing that he was actually lost and turning the bus around and retracing the steps all the way to the same spot the bus got off the throughway an hour ago. The times spent driving the backstreet routes the driver was all the time speaking on the phone trying to get the directions. The bus eventually took an hour and a half to cover the distance that should have only taken half an hour. The passengers had by this time started to get very grumpy, impatience, and disappointment. The bus finally arrived at the city bus top, over two hours late because of a driver’s inability to do his job

The company should also have made a certain policy that would guide the drivers on the proper procedures or protocol to follow in cases like this, because it was quite clear that the driver didn’t know where he was going, and with a bus load of civilian people. The key role of customer service is to provide positive feedback that is constant on how customers perceive the company, and the service they provide. Among other things, its important how to respond and react to customer/consumer complaints. Management should also examine the problem and act on it quickly, if not then frustration sets in and a feeling of apathy is generated leading to service failure. Customer abdication that is primary caused by service failure eventually destroys the customer’s natural life value or the customer’s net present value (NPV). However, there are some losses of probable future revenues due to fact of service failure, which could also bring about unsatisfied customers/consumers to join in, in negative behaviors, which could deter probable new