Part 1 Dissatisfying Service incident 2
* Circumstances Leading to the Incident 2
* What Occurred During the Incident 2
* What made the Incident dissatisfying 3
* What could or should have been done differently 3
Part 2 Critical Incident Analysis 4
* The customer gap 4
* Type of encounters that occurred 4
* Source of displeasure/pleasure 4
* Dimensions of the servqual scale 5
* Reliability 5
* Responsiveness 5
* Assurance 5
* Empathy 6
Provider gap 1 The listening gap 6
* Inadequate service recovery 6
Provider gap 2 Service designs & standard gap ...view middle of the document...
The closest to a customer support service was an answering machine that specified that if you had any problems, to email EBay.
After an hour of trying to locate an actual customer service representative for Ebay that could assist me with this issue, I had accepted that EBay had no recovery service in place, only a simple answering machine giving customers senseless direction. I eventually sent EBay an email and waited for a week and there was still no reply.
With no other choice, I decided to create another store account and the same problem had occurred again. I received a notification from EBay the next day,which stated that all of my accounts had been cancelled indefinitely. Refer to appendix A.
What Occurred During the Incident
I decided to contact EBay’s customer support service in America by phone the next day. After following the prompts I finally got to speak to a customer service operator, her name was Emma. I explained my situation for about two minutes then Emma put me on hold and said she will investigate the problem. I was on hold for another twenty minutes, which I thought it was too long to be put on hold. Emma finally returned to the line with some information; she stated that my account was cancelled due to an automatic security system on EBay that had detected fraudulent activities on my store account. I clarified that I had never committed any fraud on EBay and that I had perfect customer feedback score on my record. I then explained to Emma that I wanted to open a second store but could not activate my account and whether this is what had triggered the security alert. She basically ignored everything I said, and then said that EBay’s decision was final. I felt helpless because this store took me a long time to build and I had regular customers buying from my store. I asked Emma if she could tell me exactly what EBay policy I had broken, she then simply said that this information was private and could not be discussed with me. She then started acting really rudely and seemed frustrated with the problem, so I asked to speak to her manager instead, however she refused to put me through and she said if I had any further inquires I could email EBay instead. After one hour of trying to figure out what was happening to my business, I was more confused than ever.
I sent an email to EBay the day after trying to enquire why my store was cancelled and EBay replied back with an automated email with information that was not relevant to my case.
What made the Incident dissatisfying
* There was no customer support system set up in Australia.
* Customer had to contact service support in America.
* Communication was really poor, no reply was made on EBay’s behalf through phone or email.
* The operator was rude and lacked communication skills.
* No service recovery was in place, or customers weren’t provided with another option.
* Level of attention was low, the operator didn’t care and showed...