service process and failures at Louisa

By: Yuna Wu

1. What happened, or what did you see/experience? 2. How did it make you feel as a customer? 3. Why do you think this service failure happened? 4. What can be changed about the service process or the service environment that will fail-proof this point in the future?

Today I visited Louisa, I buy a drink there. The lady that give me the drink didn’t tell me, she just put it on the table, I need to check it by myself. Another thing is that when I order the drink, they write it very badly on the drink. As a customer, I think that is not really good for service. I think the reason why they do it badly is that they are so busy. I think for future they can use the tools that company give them and they can have more people to work with them.