onsider a recent retail service experience you have had, such as a haircut, doctor’s appointment, dinner in a restaurant, bank transaction, or product repair, and answer the following questions:
a) Describe an excellent service delivery experience.
b) What made this quality experience possible?
c) Describe a service delivery experience in which you didn’t receive the performance that you expected.
d) What were the problems encountered, and how could they have been resolved?
