mark 315 - journal & report

8/16/2019 Mark 315 - Journal & Report

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Service Experience Journal

Dao Tran Phu Thinh

300293415


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Encounter # 1

Date: Monday, March. 8th

Time: 9:30am

Location: Wellington

Organization: !" #an$

Details: When % &ir't came to !e( "ealand three year' ago, % (a' con&u'ed a)out (hich )an$ %

'hould choo'e to open an account to $eep my money. % cho'e !" and % have never regretted

that choice. *he 'ta&&' are extremely pro&e''ional and help&ul (ith their explanation ha'

impre''ed me very (ell. %t (a' the &ir't time % made a )an$ account, )ut everything (a' done

+u't around le'' than 30 minute', and % already $no( ho( to u'e )an$ account a' (ell a' i'a

de)it card.

omments: !" ha' )uilt a magni&icent 'y'tem in all a'pect' 'uch a' 'ta&&', )an$ card a' (ell

a' their internet )an$ing (e)'ite. %t provide' the mo't com&orta)le (ay &or the cu'tomer 'o that

they can )e a''ured a)out everything related to their per'onal )an$ing. i'a de)it card' clear,

convenient to u'e and ma$e any tran'action' -uic$ly (hile %nternet )an$ing i' o&&ering the

convenience and ea'e o& u'e (ith +u't only a &e( clic$' )ecau'e everything i' clear and complete

in a pro&e''ional manner. % &eel 'a&e and a)'olute con&idence (hen u'ing the 'ervice' o& !".

!nal"sis:

• Simplicity in everything &rom )an$ card to internet )an$ing 'ite a' (ell a' pro&e''ional

'ta&&' could )e con'idered a' core serice o& !" )ecau'e it 'ati'&ied (hat cu'tomer'

need' (hen they provide )oth tangi$le and intangi$le product'. *here&ore, !" 'ervice

could )e recognied a' a high%contact serice a' it di'tri)uted many )ranche' 'o

cu'tomer' can u'e their )an$ card in the mo't com&orta)le (ay and could ta$e anyin&ormation &rom 'ta&&'.

• !" (a' done very (ell in 'erving their particular target mar&et (hich i' &oreigner',

li$e me, ea'y to get u'ed to (ith ne( important thing that apparently regular thing u'e in

!e( "ealand there)y &ormed a continuous customer%serice 'roi(er relationshi'

(ith me.


3/21

)uture !ction *te's $" +anagement:

!" 'hould )e ongoing to $eep and improve their pro&e''ional attitude and serice

o'eration s"stem there)y increa'e' their alue and image,

' they &ocu' on &oreigner target mar&et- it (ould )e a very good idea i& they have

'ta&&' that can 'pea$ many language' 'o it (ould )e ea'y &or them to communicate (ith

tho'e &oreigner' (ho cannot 'pea$ Engli'h.

!(ertise the create i'a de)it card (ith your picture can attract more cu'tomer

e'pecially young target mar&et a' they (ant to have their picture on the )an$ card.

Encounter # 2

Date: *ue'day, Jan /9th

Time: /:30 pm

Location: nline

Organization: e#ay

Details: %t (a' my &ir't1time purcha'e online &rom e#ay. % (anted to )uy an item &rom a 'eller on

E)ay, )ut (hen % (a' at the chec$out 'tage, the 'y'tem announced that the item could not 'end to

my addre'' 2even though the vendor de'cription 'aid they (ould 'hip (orld(ide. % tried many

time' )ut nothing changed, 'o % decided to email e#ay cu'tomer 'ervice to a'$ a)out that. %

thought that (hich 'uch a huge corporation li$e e#ay, % (ould have to (ait around one to t(o

day' to get a reply )ut % (a' (rong. % had received an an'(er &rom their cu'tomer 'ervice +u't

a&ter &ive hour' 'ince % 'ent my -ue'tion. Moreover, they explained very clearly and detail', and

al'o 'end more relevant image' (ith mar$ed 'o that % can ea'ily under'tand (hat happened. %t

(a' more than % expected to receive &rom them that % no longer need to a'$ &or more in&ormation.

*hey are the group ha' le&t the deepe't impre''ion on me a)out cu'tomer 'ervice.

omments: e#ay i' one o& the )igge't corporation' in the (orld in the e1commerce indu'try.

*here&ore, all o& their 'ta&&' are &ull o& experience', '$ill', and $no(ledge in cu'tomer 'ervice 'o

they can provide the )e't 'ervice' to plea'e cu'tomer'. *hey &ocu'ed on re'olving cu'tomer

i''ue' -uic$ly and readily under'tood. More importantly i' the (ay they u'e their (ord' very


4/21

pro&e''ional and (ell trained that could )e a)le to 'ati'&y even the mo't di'cerning cu'tomer. %

have )ecome a loyalty cu'tomer o& e#ay a&ter thi'.

!nal"sis:

• *hi' i' a high%contact serice and categoried in 4'eo'le 'rocessing5 )ecau'e there the

need to )e conver'ation' )et(een 'eller' and )uyer'. So it i' important that all 'ta&&' mu't

have $no(ledge a)out their )u'ine'' 'o they could 'olve cu'tomer pro)lem' -uic$ly.

• *he (ay they explain (a' pro&e''ional (hich &ormed the deepe't impre''ion in my mind

(hich increa'ed their alue and tremedou' change &or me to u'e .or(s o/ mouth to

suggest for my friends about their quality.


*hey 'hould $eep the pro&e''ional and apply thi' to all employee' o& the enterpri'e a' a

core com'etenc". *hi' (ill create a po'itive experience &or the cu'tomer to )ecome a

loyalty cu'tomer to the )rand.

*hey 'hould al(ay' give cu'tomer exceed (hat they are expected to receive &rom the

)rand 'o they (ill put the company into their 4eo&e( set.6

Encounter # 3

Date: Saturday, pr 9th

Time: 8:00 a.m

Location: 7am)ton uay

Organization: ootloc$er

Details: When they pu)li'hed their !M )rand 'hoe' 2limited edition, % (a' lined up to get &or

my'el& a pair. #ecau'e it (a' limited edition 'o cu'tomer +u't can only )uy a pair that &it them,

and employee' 'hall con&irm that. My 'ie i' ;, )ut (hen % tried on, the employee 'aid that it (a'

too tight &or me 'o % 'hould '(itch to 'ie ;.< and % happily agreed (ith that. =o(ever, (hen %

tried on the 'hoe' 'ie ;.


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(a' &urio' a)out that, and all % get (a' +u't an apology &rom the 'tore )ecau'e it (a' too cro(ded

and they could not manage everything.

omments: *he cu'tomer 'ervice o& the 'tore i' too lo(, they 'hould $no( that >cu'tomer i'

god? )ut they re&u'e to let the cu'tomer )uy 'tu&& even though there i' no 'ie )et(een ; and ;.


6/21

Encounter # 4

Date: Wedne'day, pr A0th

Time: 8:30 p.m

Location: u'tralia

Organization: Bamecard'vn

Details: My &riend a'$' me to )uy &or him 'ome game card' online, and Boogle recommended

thi' 'ite' &or me. Everything 'eem' to )e ea'y )ecau'e all 'tep' (ere done very &a't (ith no

trou)le and 'y'tem 'aid +u't need three minute' to receive the game card code. =o(ever, % did

not receive any code a&ter &ive hour' and +u't receive a noti&ication to announced that my order

had )een canceled even though % paid &or it. % emailed them, and they 'aid that % need to update

picture' o& my i'a in &ront and )ac$ 2(hich hide the num)er' to prove that % u'ed my card to

ma$e the purcha'e. % &ollo(ed their in'truction and the 'ame thing happened again. *hi' time,

they 'aid that 'omething (a' (rong (ith their 'y'tem and 'ugge't me to u'e Caypal to ma$e the

tran'action. !othing )etter )ecau'e it &ailed one more time and they charged my money all three

time', )ut % did not receive anything 2later they explained that they +u't can only proce'' order in

u'tralia.

omments: *hi' (a' the (or't 'ervice % have ever u'e o& all time'. *hey (ere lac$ o&

re'pon'i)ility and '$ill' in cu'tomer 'ervice'. *hey 'hould a'$ me (here % came &rom and

provide in&ormation that tran'action out'ide u'tralia could not )e proce''ed 'o % (ould not

(a'te my money and time.

!nal"sis:

• *hi' i' a lo.%contact serice a' everything i' done +u't through the 'y'tem, not 4'eo'le5.

=o(ever, they generated 'erceie( /inancial ris& and 'erceie( tem'oral ris& a' did

not re'pon'e &or cu'tomer &or a long time 2although they 'tate that everything (ill )e

done in 3 minute'

• *hey lac$ cognitie control (hen the /rontline employee need' to depend on other

employee' &rom $ac&stage,



7/21

*hey 'hould implement training 'ection' in 'ro(uct an( serice &no.le(ge a' (ell a'

increa'e their authority to ma$e them &eel' con&ident to do the +o)

Dlearly 'tate the important o& comprehen'ion o& the 'atterns an( (eterminants (eman(

in order to generate &aith in their cu'tomer5' mind.

%mprove e-uipment to increa'e (or$ing e&&iciency.

'ing $lue 'rinting to evaluate pro)lem to avoid it in &uture

Encounter # 5

Date: Sunday, ec ;th

Time: F:00 a.m

Location: Wellington irport

Organization: Jet'tar

Details: % )ought a tic$et &rom Wellington to uc$land to apply &or my tran'it i'a. *he &light

(a' F:00 am 'o % could arrive at the o&&ice around 8:30 am 'o % could )e on time &or my

appointment. =o(ever, they &light delayed until 8:00 am, 'o % mi''ed my appointment and had to

(ait until G:00 pm to 'u)mit my application.

omments: %t (a' a )ad experience a' it ruined all o& my plan' )ecau'e % had to (ait &or my turn

to 'u)mit my document again even though % already )oo$ an appointment &or that. %t (a'

extremely unaccepta)le. % (a' planned to travel around uc$land (ith my &riend' and )uy 'ome

'tu&& )ut it all )een canceled. % al'o (orried a)out that they (ould not accept my application on

that day )ecau'e % already )oo$ the tic$et get )ac$ Wellington at late night &or (or$. %& that

happened, % (ould have to &ind a place to 'leep, change tic$et and mi'' my (or$ on the next day.

% (ould '(itch to u'e ir !" on the next time even though it a little )it expen'ive, )ut % rather )e

on time than change (hole plan li$e thi'.

!nal"sis:

• *hi' i' a high%contact serice (hich o&&er' a stan(ar(ize( value in dome'tic travel

target mar&et,


8/21

Lo. 'rice o//ers lo.%ualit" serice, Thi' ha' )een demon'trated in my ca'e that it

delayed my &light then ruined my plan' +u't )ecau'e o& it.


*hey 'hould ma$e 'ome 4mar&et research6 in order to determine im'ortant attri$utes

that cu'tomer expected to receive &rom a dome'tic travel indu'try.

Ma$ing serice $lue'rints to identi&y pro)lem' they are 'u&&ering there)y apply 4serice

recoer"5 'trategy to &ix pro)lem'.

Crovide meal' during the &light or di'count voucher to plea'e cu'tomer' &rom the delay.

Encounter #

Date: Sunday, pr /0th

Time: ;:00 p.m

Location: ivian Street

Organization: Me$ong He'taurant

Details: Me and my roommate decided to go out and eat 'omething at the (ee$end a&ter a long

(ee$ o& 'tudy. We (ent to Me$ong He'taurant a' it i' one o& the mo't &amou' ietname'e

re'taurant' in Wellington 'o that (e can try our hometo(n ta'te a&ter a long time. =o(ever, %

(a' not happy (ith the (ay they (or$ed )ecau'e % came and order &ir't )ut the ta)le that came

a&ter me got their meal' &ir't.

omments: %t 'ho(' the unpro&e''ional 'ervice o& the re'taurant )y the (ay they 'erve me.

#ecau'e they $no( that % am ietname'e li$e them, 'o they thought that % (ould under'tand &or

them a' it (a' golden time. =o(ever, % am al'o a cu'tomer, % am 'ame (ith the other, )ut they

treat me not li$e the other, 'o % rarely get )ac$ there )ecau'e they do not re'pect me a' the other

&oreign cu'tomer'.

!nal"sis:

• *hi' i' a high%contact serice, *he 'ta&& did not handle the 'ituation pro&e''ionally

(hich leave cu'tomer experience negatively.


9/21

• Even though the exi'tence o& other cu'tomer' are recognied, )ut the priority i' the 'ame

and employee' 'hould 'erve the cu'tomer come' &ir't. lthough % (a' a loyalty cu'tomer,

thi' made me &eel that they did not give me their res'ect,


*he employee' 'hould give their res'ect to the cu'tomer no matter (hat religion they

are. Employee' 'hould pay more attention to 'ervice and learn ho( to 'erve cu'tomer

during the pea$ period.

&&er' 'ome extra meal or drin$ a' compen'ation &or 'otential 'it/alls in the serice

(elier" may plea'e cu'tomer'.

Encounter # Date: *ue'day, ec /


10/21

)e't outcome' that every cu'tomer i' loo$ing &or to protect their eye'. % am 'ure that % (ill put

my tru't in Spec'aver' &or a long time.

!nal"sis:

• *hi' i' a high%contact serice a' it provided a /unctional alue )ecau'e it involved in

an applied concrete action to 'ati'&y my demand, 'o it i' identi&ied a' 4'eo'le%

'rocessing5 'ervice. *hi' demon'trate' a 4'ro(uct /lo.5 )ecau'e it need' a particular

place to deliver the 'ervice to cu'tomer'.

• *hi' i' a continuous serice )ecau'e health pro)lem' are i''ue' that need to &orm a

relation'hip 'o doctor' can -uic$ly in'pect and trac$ patient' health.


#u'ine'' 'hould provide more attractive deal &or the 'tudent a' thi' could )e con'idered

a' the primary target mar&et client )ecau'e mo't 'tudent i' (earing gla''e' today.

*hey 'hould apply 'ome + 'trategy to choo'e a particular mar$eting channel' (hich

ea'ily to reach the target mar$et 'uch a' internet, media or .or(s o/ mouth 2a'$

cu'tomer 'ugge't to their &riend' 'o they (ill have a di'count &or next time. *hi' i' 'een

a' an attractive propo'ition to entice cu'tomer' to come )ac$.

Encounter #

Date: Sunday, ec /Ath

Time: G:00 p.m

Location: Willi' Street

Organization: Spar$ internet

Details: My apartment (a' going to end at the end o& the month, 'o % (anted to 'top my internet

connection at the 'ame time. *here&ore, % called the internet provider hotline to let them $no(

a)out that 'o they (ould cut the connection (hen % leave. =o(ever, % 'till receive an internet )ill

a&ter % leave, 'o % decided to come to 'tore to a'$ a)out it, and they 'aid that they did not receive


11/21


12/21

Details: % (ore my 'uit to a con&erence at my niver'ity pre'entation. =o(ever, it (a' rained on

my (ay home, 'o my 'uit get' (et, and % (orried that it (ould ruin my 'uit )ecau'e it i' a )right

color one and 'ome dirty (ater could cau'e 'tain' on it. *here&ore, % too$ it to the neare't dry

cleaner' 'hop in my place 2Dity ry Dleaner'. % +u't handed to them in the morning, and the

receptioni't told me to that % could )e a)le to ta$e it in the a&ternoon and calm me do(n (ith her

con&ident.

omments: % highly appreciate the cu'tomer 'ervice o& Dity ry Dleaner' a' it 'ati'&ie' my

demand. %t provide' a high1-uality 'ervice a' they minimie the ri'$ could happen during 'ervice.

My 'uit (a' totally li$e ne( a&ter the cleaning proce'', and no 'ign o& 'tain (a' &ound.

!nal"sis:

• *hi' i' a lo.%contact serice )ecau'e % (a' not there to u'e the 'ervice )ut my 'uit did 'o

it i' categoried in 4'ossession 'rocessing5.

• *hi' 'ervice provide' me a 'erceie( /unctional ris& )ecau'e % had never u'ed thi'

'ervice )e&ore 'o % (orried i& they (ould not )e a)le to era'e 'tain' and ruin my 'uit.

l'o, the e//ectie an( high%ualit" /rontline receptioni't con&ident calm my (orried

do(n a' 'he 'aid that 'he had many clean 'uit' that even (or't than mine.

• When % received my 'uit, it loo$ed li$e ne( and no 'ign o& 'tain (a' &ound. *hi'

identi&ied the concept o& 4meeting an( ecee(ing e'ectation.6 a' the 4serice (elier"'rocess6 done more than (hat % expected &rom the 'ervice (hich 'omeho( increa'e' their

image and demon'trate (hat they had adverti'ed in their 4mar&eting communication.6


*hey 'hould apply integrate( mar&eting communications through communication

channel' 'uch a' ne('paper, magaine, media to promote their reputation and gain )rand

a(arene''.

'e 'ricing strateg" a' providing voucher or loyalty cu'tomer di'count card to entice

cu'tomer in the 'urrounding area.


13/21

Encounter # 10

Date: Monday, pr A


14/21

they need to prepare more &ood a' (ell a' num)er' o& 'ta&&' 'o they could 'erve to

maximie demand they a)le to do.

pplying serice recoer" 'roce(ure to remove )ad attitude &rom cu'tomer con'idered

a' a (ay to increa'e alue.


15/21

Service Experience Journal

Dao Tran Phu Thinh

300293415


16/21

Organisation: Bamecard'vn

E'erience !nal"sis:

7a't month, my &riend a'$ed me to )uy him 'ome game card' &or hi' game &rom Bamecard'vn

(e)'ite. Even though it charged me three time', % did not receive anything &rom them. Myattitude to(ard thi' 'ite (a' very )ad@ then % decided to (rite an email to complain a)out my

'ituation.

t &ir't, (hen % get into the (e)'ite % had to regi'ter an account and need to pay &or the &ir't order

to complete the proce'' 2certain serice e'ectations (a' 'haped in my 'u)con'ciou' a&ter thi'

'tage. *hi' i' 'een a' a di'tinct thing &rom the a'pect o& the )u'ine'' to )e a)le to en'ure control

order, and &rom the vie(point o& the cu'tomer, it (ould rai'e my 'erceie( /inancial ris&,

Moreover, thi' ri'$ could )e con'ider 'erceie( tem'oral ris& )ecau'e a' their 'y'tem email me

to announced that 2you (ill receive the game card code a&ter 3 minute', )ut % did not receive

anything a&ter &ive hour', and it con&u'ed me a lot. *he next day, % received an announced that

my order had )en canceled (ith no explanation.

&ter that, % emailed them immediately (hen % received their announcement, they +u't replied me

(ith unclear an'(er and intermittent, 'ometime' had to (ait almo't < minute' to get the reply

&rom them (ithout role an( scri't theor". *hi' made me di'appointed on ho( they 'erve the

cu'tomer.

#e'ide', the employee acted unpro&e''ionally (hen re'ponded to me )ecau'e 'he had no po(er

to chec$ed my pro)lem to an'(er me -uic$ly )ut need to (ait to get in&ormation &or the other

employee' and thi' can )e 'een a' $oun(ar" s'anning. *here&ore, % had to (ait &or her toreceived in&ormation &rom the other 'ta&&' then % could $no( (hat (a' happening 2(hich made

me a(are the lac$ o& cognitie control in the company. *he re'pon'e 'ometime' interrupted,

and % had to (ait < minute' to get the next an'(er (hich the la$our ca'acit" pro)lem' (a'

con&irmed )ecau'e they (ere not enough 'ta&&' to re'pond to multi1complaint'.

My experience to(ard thi' 'ite i' con'idered to )e negative &or (hat a 'ervice can )ring to their

cu'tomer'. %t &ru'trated in 'ati'&ying my need (hen delivery nothing )ut di''ati'&action to me

(hich decrea'e their value.

*erice 6ecoer":

&ter three &ailure attempt', % needed to (ait &or around 'even to ten day' to receive my re&und

and a game code a' compen'ation &or made me experience negative 'ervice &rom them. ll

employee' that re'ponded to me lac$ed re'pon'i)ility and cu'tomer 'ervice '$ill'. *hi' generated

a moment o/ truth that provided &or cu'tomer their right to have 'roce(ural 7ustice and

(istri$utie 7ustice, %t 'eem' that my pro)lem (a' not )ig enough that made them concentrate

on 'olving it.


17/21

Moreover, a&ter % chat (ith their online 'upporter, % al'o provided my per'onal email addre'' 'o it

(ould )e ea'ier &or me to update the in&ormation )ecau'e % did not (ant to log into their (e)'ite

account. %t (ould (a'te my time a' % (a' 'tudying &or the te't and (or$ing, 'o % did not have

much time &or that. !ot(ith'tanding, they $ept on re'pon'e me through their online chat 'y'tem,

and % (ould never $no( a)out that i& % did not log in to chec$ it and thi' reveal their lac$ o&

customer orientation, *hi' &ormed in'ide my mind a )ad attitude (ith thi' company )ecau'e

they did not pay attention to my pro)lem and mi''ing interactional 7ustice theor" (a'

con&irmed )y thi' )ehavior.

!early a month a&ter % 'ent my complaint letter to the director, they replied me (ith unclear

an'(er'. >Sorry &or (hat happened and late reply? i' all a'olog" % received &rom them (ithout

any explanation &or (hat happened and (hy to delay the time to an'(er me.

=e al'o )lame' that )ecau'e % did not mention that % live in !e( "ealand, 'o he thought that %

(a' live in u'tralia then he did not provide me the in&ormation that their 'ervice +u't only (or$'

in u'tralia. 2he the employee 'hould provide thi' in&ormation &rom the &ir't time % complaineda)out them, not until % experienced three &ailed attempt'. %t i' 'een a' a (ay &or him to de&end

&or 'o he did not have to a'olog" &or their mi'ta$e and al'o prevent me &rom having the $ene/it

o/ (ou$t.

#e'ide', he provide' many thing' that to prove that they are changing a&ter they had a pro)lem

(ith me. =e 'tated that they (ere implementing their 'y'tem 'o it could proce'' order &rom

(orld(ide a' (ell a' improve employee' '$ill' and $no(ledge to 'erve the cu'tomer. =o(ever,

he did not provide anything in&ormation &or me to )elieve in, 'o % (ondered it (a' a (ay a' he

u'e' to (e/en(e( &or their corporation 'o % (ould 'ugge't them to my &riend' in &uture.

inally, % thin$ (hat he 'aid could not )e con'idered a' an impact recovery proce'', 'o it leave'

me no &aith to )elieve in order to 'ugge't thi' &or my &riend'. #e'ide', unclear provided

in&ormation a' (ell a' no explanation and avoid o& apology, lac$ o& interaction (ith cu'tomer

cau'ed a negative impre''ion.


*he company 'hould increa'e employee'5 authority in order &or them to &eel' con&ident enough

to deal (ith cu'tomer pro)lem'. %n detail', create many training 'ection' in 'ro(uct an(

serice &no.le(ge- along (ith enhancing inter(e'artmental su''ort an( communication &or

tho'e employee' (ith re'pon'e cu'tomer ta'$' to achieve )etter e&&iciency. Moreover, the

company 'hould clearly 'tate the important o& comprehen'ion o& the 'atterns an( (eterminants

(eman(. *o guarantee that they truly o(n 'u&&icient (or$ing a)ility to run their )u'ine'' (ell.

!everthele'', the company )etter add more modern e-uipment &or employee' 'o that they could

handle cu'tomer i''ue' -uic$ly. *hey need to $no( ho( to com)ine the 'pecial &actor' 'uch a'

serice recoer" tactics o& acting /ast- a'ologising- an( sho.ing un(erstan(ing an(


18/21

ac&no.le(ging the customers /eelings, #e'ide', create and u'e $lue'rinting and control

charts i' 'uch an excellent idea a' it (ould help the company to demon'trate their proce'' to

&ind &la(' in their 'y'tem in order to improve their e&&iciency.

7a't )ut no( lea't, re'pon'e cu'tomer (ith unclear an'(er' can )e interpreted a' a lac$ o& '$ill'

and $no(ledge in 'pecialied, and it accidentally generated di'appointment in cu'tomer mindthere)y creating negative 'tereotype' a)out the company. %& they had provided to me a)out the

in&ormation that they +u't only ma$e a tran'action (ithin u'tralia, % (ould not (a'te time and

money 'omeho( avoided the pro)lem. *here&ore, they have made me experienced three &ailed

attempt' (hich 'omeho( lo'e a potential cu'tomer i' me or pro)a)ly my &riend' )ecau'e o& the

.or( o/ mouth,


19/21

LETTE6 TO O+P!8

!'r 21st

*o (hom it may concern,

% am (riting you thi' email to let you $no( that % (a' angry a)out your )u'ine'' 'ervice % had

experienced &e( (ee$' ago. % (a' intended to )uy a couple o& game card' &rom your company,

and you guy' had charged me &or that.

&ter completing the purcha'e (ith my i'a de)it card, % received an email &rom the 'y'tem to

con&irm my order and 'aid % +u't need to (ait around three to &ive minute' to receive my game

card code. &ter (aited &or more than &ive hour', % received an email to in&orm that my order had

)een cancel (ith the rea'on that the tran'action could not complete )ecau'e money did not gothrough 2even though my )an$ 'tatement 'ho(ed that the tran'action ha' completed.

% could not under'tand (hy and it made me con&u'ed )ecau'e the contra't )et(een my )an$

'tatement and your noti&ication (hile you did not give me any particular rea'on &or thi'

cancellation. *here&ore, % had to chat (ith your online 'upporter to a'$ a)out it, and you 'aid %

need to update my account )y adding picture' in the &ront and )ac$ o& my vi'a de)it card (hich

hide' eight num)er' in the &ront and three DB num)er at the )ac$ to clari&y my identi&ication.

2*hi' i' the thing that con&u'ed me mo't )ecau'e % have never )een in thi' &ru'trating 'ituation )e&ore.

t &ir't, % thought that it (a' my &ault )ecau'e % did not provide enough in&ormation &or you to

proce'' the tran'action, 'o % had &ollo(ed your in'truction )y updating my account (ith picture'

o& my i'a de)it card and made another tran'action. !ot(ith'tanding, the 'ame thing happened

(ith me thi' time a' % had to (ait &or more than &ive hour' then get in&ormed that my order had

)een canceling one more time even though you had charged my money. *hi' time, % (a' angry

and contact directly (ith your online cu'tomer care 'ervice email, and all % receive i' >Sorry, (e

do not $no( (hat ha' happened, (e (ill revie( your order and (ill get )ac$ to you 'oone't.?

=o(ever, % do not $no( (hat $ind o& 'y'tem' you are u'ing )ut too$ you nearly an hour +u't to

chec$ed an order to an'(er cu'tomer in-uirie', and % (ould li$e to $no( (hat rea'on my order

(a' canceled t(ice although % had paid &or it. &ter that, you told me that 'omething happened


20/21

(ith your 'y'tem' 'o you could not receive my money and o&&ered me to u'e Caypal in'tead )ut

it happened one more time. inally, the rea'on &or all o& the'e i' )ecau'e your 'y'tem' +u't

proce'' the order u'ing i'a de)it card (ithin u'tralia 2% live in !e( "ealand. %& % $no( thi'

&rom the 'tart, % (ould not (a'te my time and money on thi'.

7a'tly, a&ter undergoing under three &ailed attempt', % (a' out o& the patient (ith you, and %

(anted a re&und. !everthele'', % had received another noti&y that % needed to (ait &or 'even to

ten day' to get my re&und )ac$. %ndeed, you $no( ho( to ma$e cu'tomer' leave that you too$

my money three time' 2IAG and (a'ted my time, )ut % did not receive any )ene&it &rom you, and

% had to (ait &or more than a (ee$ to get my re&und )ac$.

% am emailing you )ecau'e % am excited to $no( (hat5' you ha' done to handle 'imilar 'cenario'

occurring, and applied any change' to avoid lo'ing cu'tomer'. % had received my re&und and a

&ree game card code a' compen'ation &rom you, )ut % 'till have a )ad impre''ion o& you to

'ugge't it to my relative' (hen they (ant to )uy anything &rom you. *here&ore, % intere'ted to

$no( (hat5' improvement' you had made then % may thin$ 'hould % 'ugge't you or not.

=ave you applied any improvement' to change your 'ervice experience What (ould you do i&

the 'ame 'ituation' happen

% thin$ that undergo the'e pro)lem', received complaint' &rom cu'tomer' had help you to

enhance your 'ervice' &rom 'y'tem' to employee' to minimie the'e 'cenario' happen again. '

a cu'tomer, % advi'e you 'hould improve your employee5' $no(ledge and '$ill' a' (ell a' update

your 'y'tem'. *here&ore, you could avoid )ad 'ituation occur in the &uture.

% am loo$ing &or(ard hearing &rom you 'oon.

#e't regard',

*hinh ao


21/21

+a" 1th

=ello *hinh

We are 'orry &or (hat happened and late reply.

*han$ you &or letting u' $no( a)out your thought 'o that (e can improve our cu'tomer 'ervice.

&ter the pro)lem (ith you, (e are implementing a huge change in our 'y'tem' ma$e the

proce''e' ea'ier and )igger range 2not +u't in u'tralia li$e )e&ore and 'ome cla''e' to improve

employee' $no(ledge a' (ell a' cu'tomer 'ervice' '$ill'.

We hope that (e could continue to do )u'ine'' (ith you in the &uture.

Kind regard',

*im.

mark 315 - journal & report

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