邦蒂茶室的review服务文书，Appendix 1: Service Journal 服务日志

Overview of the type of   service 服务类型概述

Write   a brief overview of what the service was, under what circumstances you used   the service and your general impressions of your experience.

写一篇简短的概述，说明服务是什么，在什么情况下使用服务，以及您对体验的总体印象。

Bunty's Tea Room is a family run tea that is   located in Lincoln. Last week, I was looking for my new apartment for next   year. After several hours walking around and looking at apartments, I felt I   needed some time to rest before going back to my current apartment. Being an   afternoon, I thought having a cup of coffee would help me relax. Therefore, I   went to Bunty's Tea Room to take buy one of my favourite coffer drinks, Cafe Latte   and a slice of cake.

邦蒂的茶室是一家家庭经营的茶室，位于林肯。上周，我在找我明年的新公寓。在四处走走，看了几个小时的公寓后，我觉得在回到我现在的公寓之前，我需要一些时间休息。作为一个下午，我想喝杯咖啡可以帮助我放松。因此，我去邦蒂的茶室买了一杯我最喜欢的咖啡、拿铁咖啡和一块蛋糕。

Good points about ‘people’ “人”的优点

Write   the key things that where good about the people during your service   experience.

在您的服务体验中，写下员工的优点所在。

One   of the good things I noted about people while at Bunty's Tea Room is the fact   that the staff at this tea room was friendly, young and neat in their work   uniforms. They are welcoming and would always help the customer when making   an order. While this tea room is not famous, visiting its gives one   confidence that this is one of the best unknown tea room Lincoln.

在邦蒂茶室时，我注意到人们的一个优点是，茶室的工作人员很友好，年轻，穿着工作服，整洁。他们很热情，在下订单时总是会帮助客户。虽然这间茶室并不出名，但参观它让人相信这是林肯更好的茶室之一。

Bad points about ‘people’ “人”的缺点

Write   the key things that where bad about the people during your service experience. 在您的服务体验中，写下员工的主要缺点。

Whereas   Bunty's Tea Room’s employees were friendly and presentable, I noticed some of   them kept chatting with each other behind the counter while the customers   were kept waiting. In addition, while waiting for an order to be processed,   the employees were unable to give an accurate time on when it was likely to   be ready. 

 虽然邦蒂茶室的员工很友好，也很体面，但我注意到他们中的一些人在柜台后面聊天，而顾客们却在等着。此外，在等待订单处理时，员工无法给出订单可能准备就绪的准确时间。

Good points about   ‘processes’ “流程”的优点

Write   the key things that where good about the processes during your service   experience.

在您的服务体验中，写下流程的关键要点。

One   of the good things I noticed about Bunty's Tea Room’s processes is the fact   that its processes do not allow for variation in taste of its products.   Therefore, my drink and a slice of cake tasted exactly the way I thought it   should taste. Similarly, I noticed that a customer does not wait for long   before his or her order is taken.

我注意到邦蒂茶室工艺的一个优点是，其工艺不允许产品的味道发生变化。因此，我的饮料和一块蛋糕的味道完全符合我的口味。类似地，我注意到客户在接受订单之前不会等待太久。

Bad points about   ‘processes’ “流程”的缺点

Write   the key things that where bad about the processes during your service   experience.

在您的服务体验中，写下流程的关键问题。

Despite   taking orders quickly, I think there is a shortage of staff that undermines   this tea room’s ability to quickly serve customers their orders. For   instance, I had to wait for about 15 minutes to receive my order. As compared   to my previous visit to this tea room, I think this time it took longer for   me to receive my order.

尽管接受订单速度很快，但我认为员工短缺影响了茶室快速为客户提供订单的能力。例如，我必须等待大约15分钟才能收到订单。与我上次参观这个茶室相比，我想这次我需要更长的时间才能收到订单。

Good points about ‘physical   evidence’

 “物证”的优点

Write   the key things that where good about the physical evidence during your   service experience.

在您的服务体验中，写下物证的关键内容。

The   good thing about the physical space at Bunty's Tea Room is the fact that the   space is adorned in warm colours such as cream, which reflects natural light   by day and electric lamps at night. Similarly, most of the beverages in this   tea room are served using traditional teapots, thus giving one a vintage   feeling. The tea room also features the 20^th century music to   enhance the vintage feeling. In addition to this, the mixture of the scent   from coffee and cakes makes is welcoming.

邦蒂茶室的物理空间的好处在于，茶室用暖色装饰，如奶油色，白天反射自然光，晚上反射电灯。同样，这个茶室里的大部分饮料都是用传统茶壶供应的，因此给人一种复古的感觉。茶室还以20世纪音乐为特色，以增强复古感。除此之外，咖啡和蛋糕的混合香味也很受欢迎。

Bad points about ‘physical   evidence’

“物证”的缺点

Write   the key things that where bad about the physical evidence during your service   experience.

在您的服务体验中，写下物证的关键内容。

I   found the music at this Bunty's Tea Room shop rather too slow especially in   an afternoon. Considering the fact that I was not on a romantic date, I found   it boring. I also felt that the arrangement of different products and   beverages was not done in the right way. They were almost mixed together,   making it difficult for customers to be fixated on a particular product   without struggling.

 我发现这个邦蒂茶室的音乐太慢了，尤其是在一个下午。考虑到我没有进行浪漫的约会，我觉得很无聊。我还觉得不同产品和饮料的安排方式不正确。它们几乎混合在一起，使得客户很难在不挣扎的情况下专注于某个特定的产品。

Improvements 改进

Write   down what you think the service could do to improve their customer   experience.

写下您认为服务可以做些什么来改善他们的客户体验。

I   think the company should consider increasing the number of employees to   reduce the waiting time. Similarly, this tea room need to consider organising   the arrangement of its products by using categories, rather than just   arranging them in a haphazard way. The tea room should also consider playing   a mix of music from different eras to appeal to all customers from different   generations who visit this tea room.

我认为公司应该考虑增加员工数量来减少等待时间。类似地，这个茶室需要考虑通过使用类别来组织产品的排列，而不是只是随意安排。茶室也应该考虑从不同时代的音乐组合，以吸引来自不同世代的客人来参观这个茶室。