Chapter 7 - 8

08 Service Encounter

listen to a conversation between a student and a university employee. fill in the diagram with the information that you hear.

M: Hi, how are you?

W: Good, thanks. Can I help you with something?

M: Yeah, I’m actually here to use one of the practice rooms.

W: OK, so you want to make a reservation? I’ll just need your student identification card. While you get that, answer me this: what instrument do you play?

M: Oh, no, no, no. I already made my reservation. I’m supposed to be in practice room B4.

W: You did? I wasn’t expecting anyone until three-thirty this afternoon.

M: Oh, really? I have a practice room reserved two. So I guess I’m a little early, but I definitely made the reservation for two p.m.

W: Let me look for it… what’s your name?

M: Mike. Mike Brady.

W: I’m sorry, Mike. I don’t see it here. You’re sure it’s for today?

M: I’m positive. I made it specifically for today because I knew I’d finally have some time to relax today.

W: OK, it must be here somewhere then. Oh, I know! Maybe was filed as Brady Moke. There are so many people coming through here, we rarely have a day that a reservation isn’t misfiled.

But I guess that’s not the case today. I’m sorry. Mike. I don’t see you anywhere in the system.

M: Oh, geez. Is there any way you could let me in to the room anyway?

W: The whole point of the reservation system is to make sure that, in busy periods, everyone has access to the rooms. But also, we need to have a way to keep track of who’s using the rooms.

You know, just in case there is damage or anything like that.

M: Right, I understand that. We need to keep these rooms open and in good condition for everyone. But, I guess what I’m thinking is that if anything is damaged, you’ll know it was me.

W: I wish it worked that way. But even that way, you wouldn’t be the one assuming responsibility for the room. Unless you’re on the system, I’m completely responsible for the rooms. You know how it is. I would if I could, but−

M: −you can’t. OK, what options do we have?

W: Mike, when you make a reservation?

M: It was about a month ago. I remember because I found out about my cosmetology midterm on the same afternoon. In fact, that’s why I made the reservation… figured that since I would be done studying by today, and I’d probably be half crazy after all that studying, I could finally get down here for a couple of hours and practice away.

W: I hear you.

M: Why did you want to know about when the reservation was made?

W: Well, I thought that if t was recent enough, we could pull up the paper file. But, we only keep those for a week. I know, it seems so senseless, but don’t worry, we’ll figure something out.

What we need specifically is the reservation number. You don’t happen to remember what that was, do you?

M: No way. I don’t even know what that is.

W: I wouldn’t expect you to. It’s a seven-digit number that’s generated by the system when you make the reservation. If we had that, we could pull it up on the computer. But…

M: There’s really nothing else we can do? It seems like we should be able to redo the reservation somehow. I mean, I can even tell you which room it was supposed to be in room B on the second floor.

W: Actually, do you remember receiving a confirmation sheet when you made it? It’s a half-sheet paper that has a reservation number and the particulars about when you’re supposed to come in.

M: Oh yeah… reservation number was on the bottom of that, wasn’t it?

W: That’s it. Do you have it? It would make everything so much easier.

M: Yep, in fact, I think I have it in my backpack. Just give me a second.

W: No problem.

M: I can’t find it anywhere. It must be in my room. I don’t live far from here.

1) What can be inferred about how often the student plays?

2) What does the student imply about his cosmology midterm?

3) What will the student probably do next?