5 dimensions of excellent Customer Service.

These 5 dimensions of customer service are gotten from the SERVQUAL Instrument developed by Parasuraman et al (1985).

Tangibility– Since services are tangible, customers derive their perception of service quality by comparing the tangible associated with these services provided.

Reliability– It is the ability to perform the promised service dependably and accurately. This means the company delivers on its promises-promises about delivery,service provision, problem resolutions and pricing.

Responsiveness– It is the willingness to help customers and provide prompt service. This emphasizes attentiveness and promptness in dealing with customer’s requests, questions, complaints and problems.

Assurance– It means to inspire trust and confidence.This is defined as employees’ knowledge of courtesy and the ability of the firm and its employees to inspire trust and confidence.

Empathy– It means to provide caring individualized attention the firm provide its customers.

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