Customers assess service by:
- Reliability – dependable and accurate performance of promised service
- Responsiveness – willingness/readiness to provide prompt service
- Competence – knowledge and skill to perform the service
- Access – approachability and ease of contact of service personnel
- Courtesy – politeness, consideration, and friendliness of service personnel
- Communication – keeping customers informed, listening to customers
- Credibility – trustworthiness, believability, honesty
- Security – freedom from danger, risk, or doubt
- Understanding/knowing customer – knowing customer’s needs
- Tangibles – physical evidence of service
My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.
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