Joe Hamilton
BA311 M 12:15
Service Report

By providing good customer service, businesses add value to their product and services. (Grewal, Levy, 2013). With today’s business enviorment, value is what a customer looks for when making impoortant decisions on purchasing a product or service. Service is intangable, meaning it cant be touched, tasted or seen like a product (Grewal, Levy, 2013). Because of this it is far more difficult to measure a particular experience as good or bad.
Over the past year I have had both positive and negitive experience when it comes to service. I will discuss both of these events as they relate to the Gap analysis, giving recommendations to the the company I had a negitive experience with, and summerizing marketing strengths from the positve experience.
Recently a vast majority of Americans have felt the ecomomic downturn of the economy as a whole. This downturn has lead to downsizing within effected businesses, one of which I worked for. Electrolux Major Appliances is a fortune 500 company based out of Sweden, with a large market share in the United States. The effects of our economy forced Electrolux to make some tough decisions over the course of the past few years, which lead to the loss of my job in 2012. With no income coming in and a large mortgage to pay, I needed to ask for some assistance from my mortgage company.
Wells Fargo has a good reputation for working for homeowners in need of mortgage assistance. I wrote a letter to my mortgage lender, and requested a “restructured loan”, which would lower my monthly payments. In the letter I explained my situation and asked what was required of me to apply for this much needed assistance. Within a few weeks I received a letter acknowledging my request. The letter clearly explained what documents were needed in order to proceed. They would require the “homeowner assistance form”, a signed dated copy of my IRS form 4506T, and documentation to verify all of my income including unemployment. The letter was very detailed explaining how to submit the requested information (mail, fax, or electroniclly). The letter also explained what steps they would take to move through the entire process. They enclosed information on how to contact them, the active