This happened when I bought 'Jiofi' last week at Reliance Digital, Vashi.
Reliance Jio is heavily promoting that the gadget costs Rs 999 but when I paid in cash, the one rupee coin (which Jio is supposed to give back) was not handed over to me by the billing counter guy. Not did he explain why so.
When I shared this incident with students of my services marketing class, we had an hour-long lively discussion on GAP model and how one tiny service gap can ruin customer experience.
Since Jio has unwittingly provided me a case on 'service gaps' and made my life easy, I, in return, suggest two solutions to them:
(a) Address the process gap - Increase supply of Re 1 coin to your store (it is not about the coin per se but about 'trust' - which will definitely impact your ARPU in the long-run).
(2) Address the people gap - Please train your front-line staff on something called contributing to 'customer experience'. (I can conduct the MDP if you wish, free of cost)
Immediately after the purchase, Jio sent me a question on my mobile to measure NPS (Net Promoter Score) that asks "Whether you'll recommend your brand to your friends and family?"
I'm still thinking...