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Quality Factors for Customer Service (5.Tangibles (Balance intangibles,…
Quality Factors for Customer Service
1.Reliability
Consistent delivery
Appropriate levels of performance
3.Assurance
Trust in people
Trust in the system
Trust in product
5.Tangibles
Balance intangibles
Centre where possible
Give sense of value
Give sense of purchase/ownership
4.Empathy
Treat individually
Personal response treatment
People are People
2.Responsiveness
Intelligent flexibility
Tailored response(s)
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