Individual Assignment
Five most satisfactory dissatisfactory service encounters, with
both profit and not-for-profit organization.
I.
Coffee Bean and Tea Leaf
Coffee Bean is a most famous coffee shop in Ho Chi Minh City.
PLACE:
Coffee Bean has many branch so it’s too easy access… It located in center of Ho Chi Minh City such as District 1,3,7 …
PRICE:
In my opinion, to students and the people with low income, the price is quite expensive, for example: from 50.000 vnd to 130.000 vnd per category (include sweet cake, coffee, tea, juice, cupcake, soft drink and fast food)
PEOPE –
PRODUCT – PROCESS:
All of staff are very friendly and hospitality. When we arrive it, cashier will always smile and say ‘’ Welcome to Coffee Bean’’. After that, customers will choose cake or drinkables and pay a bill with cashier. Then, customers will find favorite’s site and staff will quickly serve. Coffee Bean imbrued with European coffee culture with drinks such as cappuccino, mocha, espresso, latte ….and were prepared by modern machinery. Drinks of Coffee Bean are very qualitative and delicious, service style make customers to satisfied and comfortable.
PHYSICAL ENVIRONMENT:
Everything looks professional perfectly. Such as: the lights, table, chair, air condition... The architecture is luxury and elegant, with many seats different and two space: in air condition room and outdoor. Gold lights and music also bring customers a warm and comfortable feeling. They put many pictures of drinks with foods on the wall to make customers believe more in their service. Coffee Bean also supports free WIFI, water, famous magazine...
PROMOTION:
Coffee Bean also provides many promotion for members, especially in holidays ( Easter , Valentine, Christmas….) and in member’s birthday month, there will gift or free drinks. Member cards will help customers save 10% on total bill.
When I was a freshmen, I found myself very disappointed in the canteen because of its PRODUCT, PROCESS and PRICE.
PRODUCT
:
Unintentionally, I saw they reuse dirty straws, I don’t know why they have to do that, because today straws are very cheap and it can harm student’s health. Besides, the sellers not only use hands to touch meats, noodle, vegetables….without gloves, but also use hands to receive and change money for student. They have made a big mistake in food hygiene, because money is dirty. It can infect students with many diseases. I used to send feedback to FPT University, but it didn’t works.
PROCESS:
Secondly, there were many sellers, but they don’t work efficiently because they don’t delegate tasks clearly for a professional process.
1st example, I used to order a dish of 2 fried eggs, a female staff made it for me, she don’t have enough small change….I had to wait for 2-3 mins and in total, that simple process took her more than 7 minutes. Here’s my suggestion: 1-2 staffs will receive orders and change money then 3-4 staffs will make dish. This method will save lots of time , they can serve more students and ensure that there won’t be any indirect contacts between money and food. Or they should make it simpler by selling the “ticket”, student will buy the tickets first, then receive the dishes.
2nd example: beef noodles are the best seller but they didn’t prepare enough rations to satisfy student’s demand. I think they should prepare before school break to save times and to meet all demand.
PRICE
:
The third point makes me feel dissatisfied is the price. The price is high but nobody can ensure the quality of food. And the package products isn’t an exception, such as : Strawberry Sting, Wall Ice-cream, Nabati Cheese Cake …..These products is always expensive than usual , in compared with the price of supermarkets (Co.op Mart , BigC). I have no ideas if they should adjust the price, but they need to think about customer’s health.
III. Le Pub
It’s a hustle and bustle small pub but it’s really “clear”, without drugs or opium.
PLACE:
relax with friends day time and night time as well. But this area is complicated, customers should be careful because of stealing or unexpected accidents.
PEOPLE:
Waiters and waitresses are young, active, friendly, polite, competent and nice. Because of the works, they all can speak English very well to communicate with foreign customers. The useful staff always keeps smiling and keen for a chat if they’re not busy. Whenever I can’t decide which drinks should I choose, waiters are willing to offer a good one. I like their uniform; it is a black t-shirt and jeans.
PHYSICAL ENVIRONMENT:
Red decoration and furnished with dark wooden furniture, LePub brings a warm and cozy feelings to customers. There’s many creative and funny slogan on the wall, such as : "Keep Your On Hand On Your Dong” – it means LePub is not responsible for personal property, even if it's in your pocket….
Comfortable seating at the patio or outside near the bar
Free Wi-Fi and a big LCD screen for watching sports….
Music is really good, and not too loud, sometimes US-UK ,KPOP or VPOP, sometimes Jazz, Blue and Country…..
From 7:00Pm, Lepub is quite noisy and hot because there’re many customers and air-conditioning isn’t enough. I’m very disappointing to discover the smoke-filled atmosphere at here…I think Lepub should put a warning “NO SMOKING” and add more air-conditionings or fans.
Parking fees is too high, 10000VND for a motorbike. I think 5000VND is more reasonable.
But sometimes, Lepub is overloaded; too much customers and orders but they don’t have enough seats. I used to share my table with a foreign couple because I’m polite and friendly, but I still felt a little bit annoyed indeed. Lepub should find more space to meet all the demands.
The washrooms are hotel like, clean, towels and toilet paper….but sometime there’s not enough rooms, and people have to wait for their turn.
PROMOTIONS
Lepub has promotion program every day, so customers can enjoy the drinks with very cheap price. For example: $1 for tequila on Monday, $1 for vodka mixes on Tuesday, $2 for cocktails on Thursday…. Besides, Le Pub also runs weekly quiz nights to warn up the air and cheer up customers. I like it very much, a best way to have fun and to get some drinks without paying money.
PRODUCT and PRICE
Table can be booked though phone. It’s the point that I feel satisfied most.
Le Pub serves dishes from many different cuisines, from pizza and burgers to Vietnamese cuisine, such as : Pho, Bun Bo…but it’s quite expensive and not really delicious. I’ll keep going back for the music and drinks selection, but I won’t be ordering any food.
In general, Lepub is a good choice for a fun time.
IV.
H2Shop
It is mobile shop specializes in providing smart phone, tablet and accessories.
PLACE:
Located at 13/14 Li Tu Trong, District 1. Shop has small areas and on small street, if customers arrived first time, they will difficult find it.
PEOPLE:
Shop has IT employees and seller. The seller was really creative and enthusiasm, they will quickly provide product that I want and introduce about product. If I satisfied about product, the seller will open product and give it for IT employees to install systems. In the waiting time, the seller will introduce with customers about accessories style for smart phone, tablet, iPod… or invite customer to sit to wait. When IT employees complete, customers will be check again product and payment.
PRICE:
In general, the price of HNAM is cheaper than Thegioididong and VienthongA. It’s cheaper about 500000-1500000/ product. For example: my phone is Iphone 4s, the price of H2shop is 13200000VND, while at Thegioididong, it’s 14899000VND.
PROMOTION:
They support many promotions
• Applications installing services is 100% free during period of using. • Free stickers screen protector for any product (phone, tablet….)
• Discount 10% on accessories when purchasing phone at the time of purchase. • Free accessories for some products, such as : memory card, loudspeaker…
PRODUCT:
PROCESS:
- The process of warranty is very quick and professional. If the product doesn’t have big problem, the product can be repair on the spot. With the big problem, the product will be keep at shop and customers can receive it after repair completely.
V. Megastar
Megastar is the first international standard Cinema system in Vietnam. Megastar is my first choice because of the quality of its service.
PLACE:
The cinemas are located in shopping centers ( Parkson, Cresent,….) where can attracts many customers every day. When people come to this shopping center, they not only go shopping or eating but also watching movies. What a convenient combination!
PRODUCT:
Megastar always updates the latest films and releases quickly ( more than other Cinemas). All the new movies are released in Vietnam will be released in MegaStar. Because Megastar is owns the copyright’s and it’s also Megastar’s strength. All movies are preserved the original language and added Vietnamese subtitle, so anyone can enjoy the movies.
PHYSICAL ENVIRONMENT
:
Sound and image quality system meet all international standards. MegaStar has a modern system monitor with 2D and 3D technologies. Customers also enjoy the Surround Sound audio system to have the best experiences. Not only the sound and image quality, but also the MegaStar cinema system is equipped with modern and comfortable seats, customers can easily adjust arm chairs, Megastar also have seats for children and couple. The lobby is great place for talking to friends or waiting for their turn. Besides, customers can enjoy some Highland coffee In this lobby, there are always more than 2 LCD TV showing trailers of the latest film and posters on the walls. In general, the design is a combination of colors; it looks very elegant and creative with modern pattern.
PEOPLE:
Staffs is very friendly and useful. When you give them tickets at the entrance, they always says “Wish you have a good time” and then, another staff will give you directions to your seats.
PROMOTION:
everyone, awards are some couple of free tickets. On the website, Megastar always updates the latest trailers and movie show times, so it’s easy to book tickets online and they has preferential price for children and old people. Being a member of Star CLUB Megastar, customers can accumulate scores every time they buy tickets and get some preferential clause but it’s not noticeable.
PRICE:
it’s more expensive than others ( both 2D and 3D ticket). The price of Happy Wednesdays is still expensive than GALAXY’s normal tickets. (65000VND vs 50000VND) But quality deserves that price. The menu has some Combo popcorn and soft drinks for Single, Couple and Group of 3-4 people…. It will save more money than buying popcorn or soft drinks separately. In general, the Price of food (Popcorn, Coke, Snack, Hotdog) is more expensive than other cinema (Galaxy, BHD…) and Megastar doesn’t allow customers to bring their own food/ drink to cinema rooms.
