Description
In the article,
Designing the Soft Side of Customer Service
, the Dasu and Chase discuss the role of emotions, trust and control in a customer?s assessment of a service experience.
Dasu and Chase (2010), note ?Emotions influence what we remember, how we score encounters and the decisions we make. We all have explicit memories that we access about events, and implicit, or unconscious, emotional memories that characterize our feelings during those events. Emotionally charged episodes (both positive and negative) are often easily recalled.?
The role of the customer emotions are so important, that when building a customer journey map, we frequently include a dedicated section on the Journey Map that tracks the customer emotions over time.
In 100 to 200 words:
- In your own words, describe an example of a service experience that you personally have had, that had a strong positive emotional point on your service journey. The whole service journey does not need to have been positive, but there should be one moment along the journey that stands out in your memory as a strong positive emotional point.
- What had the service provider built into the service design to address that moment of strong positive emotions in your service journey?
- Be sure to include the word count of your response in brackets at the end of your answer. Responses which do not meet the 100-word minimum, or do not include the word count in their submission, may not be awarded full marks for the assignment.
