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Service Marketing Presentation-Tabaq and Pool Zone

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This is a presentation I made for my course "Service Marketing". It was fun presenting the greats' and the worsts' of service marketing firms. I tried to keep it simple because it was an academic presentation. Enjoy. :)

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Service Marketing Presentation-Tabaq and Pool Zone

  1. 1. MKT 412 Individual Presentation Prepared for: Zarjina T. Khalil Faculty Member Dept. of Marketing Prepared by: Md. Samid Razzak ID:1310325030
  2. 2. Presentation Outline Outline Best service Worst service Recommendations BEST SERVICE WORST SERVICE RECOMMENDATIONS CONCLUSION
  3. 3. BEST SERVICE
  4. 4. bWhat was I actually looking for in a coffee shop? GOOD FOOD/SERVICE COMFORTABLE SPACE INTERNET/WIFI
  5. 5. BEST SERVICE TYPE OF SERVICE: COFFEE SHOP PLACE: TABAQ COFFEE, JAMUNA FUTURE PARK DATE OF ENCOUNTER: 13th NOVEMBER 2014 Outline Best service Worst service Recommendations ZONE OF TOLERANCE: LOW. (CONSIDERING THE BEAUTIFUL AMBIANCE AND POSTIVE WOM)
  6. 6. BEST SERVICE Outline Best service Worst service Recommendations 01 02 03 Physical evidence: -Excellently designed ambiance(beautiful pictures and interior designs) -Comfortable seats -Perfect lighting and music People: Well behaved, friendly and trained staff, always welcoming with a smile, calling loyal customers by name, Standard other customers Process: Prompt delivery, instant replacement of food if complained(service recovery), incentives: discount 20%
  7. 7. BEST SERVICE(SERVQUAL DIMENSIONS Outline Best service Worst service Recommendations RELIABILITY RESPONSIVENESS 2 3 1 Providing service of food in promised time, almost 10 minutes First time service: Moment of truth, performed service in due time Keeping explicit promise: Excellent taste in cheese cake, coffee and brownies, as promoted 2 3 1 Inform customers if more time will be needed in any situations Willing to help customers if customer ask for anything i.e. arrangements for extra seats in particular place Respond to customer’s instantly for example in Case of billing and new orders
  8. 8. BEST SERVICE(SERVQUAL DIMENSIONS) Outline Best service Worst service Recommendations ASSURANCE EMPATHY 2 1 Make customers feel safe in transactions: Billing Employees are courteous and have the knowledge about concerns regarding ingredients(empowered employees) 2 1 Care for customers: No pictures of other Customers for privacy Give customers individual attention during service, Understand the need of customers TANGIBLES Excellently designed ambiance(beautiful pictures and interior designs) , Comfortable seats, Perfect lighting and music
  9. 9. FEEDBACK SYSTEM Outline Best service Worst service Recommendations Complain: Hot environment Installed coolers for customers Complain: Slow internet Fixed it within a week
  10. 10. OUTCOME=Happy Customers Outline Best service Worst service Recommendations Service: More than expectations =Happy customers
  11. 11. WORST SERVICE
  12. 12. WORST SERVICE Outline Best service Worst service Recommendations
  13. 13. WORST SERVICE Outline Best service Worst service Recommendations
  14. 14. WORST SERVICE Outline Best service Worst service Recommendations TYPE OF SERVICE: ENTERTAINMENT PLACE: POOL ZONE, BASHUNDHARA R/A DATE OF ENCOUNTER: 29th October 2015 ZONE OF TOLERANCE: HIGH. (Considering the physical evidence)
  15. 15. WORST SERVICE Outline Best service Worst service Recommendations 01 02 03 Process: Slow service in cleaning and fixing tables, slow in serving food Physical evidence: Extremely dirty, unclean . Bad smell Unmaintained furniture No music People: Extremely rude, ignorant staff, not well dressed, arrogant other customers
  16. 16. WORST SERVICE(SERVQUAL DIMENSIONS Outline Best service Worst service Recommendations RELIABILITY RESPONSIVENESS 1 2 No dependability in handling customers problem: Larger cue stick needed, ignorant staff in our case First time service: Moment of truth, did not perform service in due time and best manner 2 3 1 Did not inform customers if more time will be needed while giving food and drinks Not willing to help the customers regarding pool boards and cue stick Did not respond to customers instantly for example in case of billing and new orders
  17. 17. WORST SERVICE(SERVQUAL DIMENSIONS) Outline Best service Worst service Recommendations ASSURANCE EMPATHY 2 1 Not safe in billing: Just a piece of torn paper Employees are not courteous and have no the knowledge about concerns(not empowered employees) 2 1 Ignorant staff, did not care for us No individual attention to us were given, did not Understand our specific need of the table TANGIBLES Poorly designed ambiance(colorless, broken walls, unmaintained furniture) ,Torn seats, Poor lighting and no music
  18. 18. RECOMMENDATIONS Outline Best service Worst service Recommendations Ensure prompt service and service recovery in case of wrong delivery of food Ensure proper billing system, with details cost in every segment Recruit and train experienced staff who have knowledge about pool and cue sticks Fix physical evidence, colour, interior design, pool boards, arrange seats and music
  19. 19. Thankyou Questions?

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