Answering Questions Well | Asking Customers For Feedback |
Attentiveness | Billing Accuracy |
Bliss Point - enough attention but not too much | Building Customer Relationships |
Building Rapport | Complaint Handling |
Cultured Service / Attention to Tradition | Customer Advocacy - customer complaints change things |
Customer is Always Right - taking customers at their word | Diligence |
Empathy for Customer | Engagement in the Culture Surrounding Services |
Fair Terms | Flexibility |
Following Up - service that doesn't end at sale | Friendliness |
Handling Stressful Interactions | Meeting Commitments |
No Pressure Service | Ownership - staff stay with customer until problem resolved |
Patience | Personal Attention |
Personal Presence of Staff | Politeness |
Product / Industry Knowledge | Professional Communication |
Professional Demeanor | Recovering From Customer Dissatisfaction |
Refinement | Reliability |
Respect For Customer Privacy | Respect For Space / Boundaries |
Respect for the Customer | Service Authenticity - no scripts / fakeness |
Service Environment - Accessibility & Inclusion | Service Environment - Ambiance |
Service Environment - Luxurious Interiors | Service Environment - Safety & Security |
Service Location | Service Recovery - addressing service shortfalls |
Service Tone | Service Transparency - telling customers the truth |
Sincere & Professional Apologies | Solving Customer Problems |
Sustaining Customer Relationships | Tailored Service |
Tangible Quality (i.e. quality of product) | Timely / Prompt Service |
Turnaround Time | Usability of Self-service Options |
