Question

In my management business class, I wrote some short essay

Can you check my grammar below paper?

I think that the maintenance of loyal customers and the service of companies are deeply related and really important in making continuous marketing. In our life, we all experienced several services. Some times it's a good experience for us. Otherwise, it's the worst experience. I have lots of bad service quality experiences in my past. I really like to share one incident here.

One day morning I take my phone to call my parents. Unfortunately, I was walking outside at the time and my cell phone didn't turn on because the battery was dead. Thus, suddenly I use Google pay to recharge the phone, immediately I got a message that is your recharge is activated successfully. Then I started to call again. But I can't make any calls. Actually, I don't know what happened. And then, after 3 times of continuous calling, they attend my phone call. I feel very bad because usually, the customer services center is providing 24 hours services. However, it took too long for me to answer the phone from the service center staff I called. The reason most customers call customer service centers is to find an immediate solution. Therefore, employees should always be active and prepared to answer the phone. However, in my experience, a woman asked me what I wanted after answering my phone three times. However, I don't expect this type of communication from the customer service center. I talked with her about my problem. But she didn't listen to me properly and ignored me. She said, "I'm sorry. There is nothing I can do about this problem. If you want to call back, recharge." I am very angry and disappointed with these services and never use the Google Pay Service Center again.

We all know that services are the activities that performed to satisfy the needs of the customers. It includes the dimensions of,

Service Quality dimensions

50. Intangible- it means that we cannot touch, smell, see. It's not physical in nature. So the experience consumers obtain from the service has an impact on how they will perceive it. I haven't used Google Pay since the bad service experience above. This means that a once-recognized company's bad service experience negatively affects its image. As a result, the company loses the opportunity to have a loyal customer.
50. Reliability- Reliable customer services are always ready to listen to the problems of the customers and take the necessary steps to solve it.
50. Responsiveness: The responsiveness is very important dimensions of the service. The customer services have a willingness to support and help the customers. Service center staff should always be ready to listen to customer concerns and maybe the closest link between the business and the customer.
50. Empathy- Empathy is very necessary. It is caring in nature. Every service center must provide individualized attention to all the customers.
50. Assurance- The service center employees have the knowledge and capacity to convey the appropriate information to the customers. It will make the trust and confidence of the customers.All these dimensions are very necessary for the service. All the dimensions of the service are must follow by the services for their better performance and satisfy the customers

GAPS model

The gap model is to act as a framework in service quality. This model explains about four gaps.

50. The customer gap: there a gap between the customer's expectations and perception. The expectations of the customers are different from the actual services that they provided.
50. The knowledge gap: there is no knowledge about the actual expectations of the customers.
50. The standard gap: the services have not proper service design and standards. The lack of a standard is included.
50. The delivery gap: to the not proper delivery of the services.
50. The communication gap: services do not fulfill the promises that they gave to the customers.

Among the above five gap models, I think the communication gap is the biggest problem in the service issue I mentioned above. Because they are not fulfilling the promises that they gave to me. The company told that if you need any helps you can call our service centers they are ready to provide any services. However, they were no help to me and left me nothing but disappointment and anger. Therefore, the company failed to keep its promise with the customers it had been keeping.

In conclusion, customers expect a lot from corporate services. In addition, the service is an image of the company. The disappointment of the customers leads to a lack of use of the services and they prefer another service that they feel better. Therefore, services must follow all the dimensions and avoid the gaps.

Answer 1

I believe that the maintenance of loyal customers and the service of companies are deeply related and really important in making continuous marketing. In our life, we all experienced several services which I feel is a good experience for us. It's the worst otherwise. I have a lot of bad service quality experiences in my past. I really like to share one incident here.

One fine morning, I made a call to my parents. Unfortunately, I was outside at the time and my cell phone didn't turn on, because the battery was dead. Then, suddenly I used Google pay to recharge the phone, immediately I got a message that your recharge is activated successfully. Then I started to call again. But I can't make any calls. Having no clue what's happening, I called them a couple of times and they answered. I feel very bad because usually, the customer service center provides 24 hours services. However, they took quite a bit of time to answre my call. The reason being most customers call customer service centers to find an immediate solution. Therefore, employees should always be active and prepared to answer the phone. In my experience, a woman asked me what I wanted after answering my phone three times. However, I don't expect this type of communication from the customer service center. I spoke with her about my problem, but she didn't listen to me properly and ignored me. She said, "I'm sorry. There is nothing I can do about this problem. If you want to call back, recharge." I am very angry and disappointed with these services and never use the Google Pay Service Center again.

We all know that services are the activities that are performed to satisfy the needs of the customers. It includes the dimensions of,

Service Quality dimensions

1. Intangible- it means that we cannot touch, smell, see. It's not physical in nature. So the experience consumers obtain from the service has an impact on how they will perceive it. I haven't used Google Pay since the bad service experience above. This means that a once-recognized company's bad service experience negatively affects its image. As a result, the company loses a lot of loyal customers.
2. Reliability- Reliable customer services are always ready to listen to the problems of the customers and take the necessary steps to solve it.
3. Responsiveness: The responsiveness is very important dimensions of the service. The customer services have a willingness to support and help the customers. Service center staff should always be ready to listen to customer concerns and it might be the closest link between the business and the customer.
4. Empathy- Empathy is very necessary. It is caring in nature. Every service center must provide individualized attention to all the customers.
5. Assurance- The service center employees have the knowledge and capacity to convey the appropriate information to the customers. It will build the trust and confidence of the customers.All these dimensions are very necessary for the services. All the dimensions of the services must be followed by them for their better performance and satisfaction of the customers.

GAPS model

The gap model is to act as a framework in service quality. This model explains about four gaps.

1. The customer gap: There is a gap between the customer's expectations and perception. The expectations of the customers are different from the actual services they provide.
2. The knowledge gap: There is no knowledge about the actual expectations of the customers.
3. The standard gap: The services doesn't have proper service design and standards. This includes lack of a standard.
4. The delivery gap: For improper delivery of the services.
5. The communication gap: Services do not fulfill the promises that they gave to the customers.

Among the above five gap models, I think the communication gap is the biggest problem in the service issue I mentioned above. Because they are not fulfilling the promises that they gave to me. The company told that if you need any help you can call our service centers and they are ready to provide any services. However, they were no help to me and left me with nothing but disappointment and anger. Therefore, the company failed to keep its promise with the customers that it's supposed to.

In conclusion, customers expect a lot from corporate services. In addition, the service is an image of the company. The disappointment of the customers leads to a lack of use of the services and they prefer another service that they feel better. Therefore, services must follow all the dimensions and avoid the gaps.

Note : I checked thoroughly and did all the corrections I could. But I've been wondering about the start of your story, whether you wanted to say that you had no balance in your sim card to call your parents. Rather, you wrote that the battery was dead and then you recharged it. It doesn't make sense because if the battery's dead, one can't operate the mobile let alone the google pay app. So, I request you to check the start and proceed. Comment if you want any further assistance regarding my answer, I'll be happy to help.

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