tag:blogger.com,1999:blog-6973104615594350941.post4329201920525875169..comments2023-11-05T03:29:27.005-08:00Comments on Service Encounters Onstage: Saturday Night, Alive.Chris Reaburnhttp://www.blogger.com/profile/07769450787828343311noreply@blogger.comBlogger2125tag:blogger.com,1999:blog-6973104615594350941.post-16079929179099371932011-05-27T11:48:08.279-07:002011-05-27T11:48:08.279-07:00Mike,
Great comment and thank you for posting it!...Mike,<br /><br />Great comment and thank you for posting it!<br /><br />There was a lot of depth & complexity to this service encounter. Aside from the service failure element, there was the question of how to react when the customer isn’t right (though eventually I decided that they were – even if expressed badly), there was the theme about different types of complainers and how best to respond to each – something that is a common Twitter theme I’ll use in a future post, the aspect of one customer’s service needs adversely impacting others’, and the inefficiency of being needing to serve customers with varying levels of need in the same way.<br /><br />Though I had an extremely negative reaction to the twitter complainers, I kept coming back to the idea that even though it made me angry to see the customers who wanted to view SNL demonstrate complete lack of understanding for the needs of the customers in the tornado-impacted area, that their complaints were legitimate, even if how they voiced them were in poor taste.<br /><br />These customers did not have a successful outcome to the service experience they wanted, and for what was a tangible failure, it needed earnest recovery, which NBC did as good a job as they could.<br /><br />Great example of the complexity of service encounters, and the variability in any given customer’s perception experience, and their reaction to it.Chris Reaburnhttps://www.blogger.com/profile/07769450787828343311noreply@blogger.comtag:blogger.com,1999:blog-6973104615594350941.post-91312014206864642082011-05-27T05:39:16.197-07:002011-05-27T05:39:16.197-07:00I'm really glad to see you tackle this topic C...I'm really glad to see you tackle this topic Chris, because it bugged me on Saturday night. <br /><br />The issue went beyond SNL to include a soccer match on another local channel which was being disrupted due to weather updates. The furor on Twitter was ridiculous. One local Twitter rockstar who has a tendency to go off the deep end on things like this, was tweeting incessantly demanding the soccer match return to TV. <br /><br />Beyond the service recovery angle you took on the story - which is a fantastic perspective from which to look at it - I found the concept of proximity of interest in Saturday night's story. <br /><br />At our house Cyndi insisted she wasn't going to go to the basement because the weather people were over-reacting - the storm was too far away. On Twitter, the uproar was in part because the weather didn't have anything to do with the tweeters. Sounds like you wrestled with the same issue.<br /><br />Yet, by Sunday and Monday, as the story in Joplin started to unfold, we (and the whole nation it would appear) got interested in severe weather that was clearly outside our immediate area. It will be intriguing to see if one aftermath (even if it's a short-lived) is that for the next weather warning that's 45 miles away, people start to consider that it's not too far away to pay attention!Mike Brownhttps://www.blogger.com/profile/15071240714996517517noreply@blogger.com