Alignment to Culture & Tradition | Ambiance |
Answering Customer Questions Well | Attentiveness |
Avoiding Information Overload (e.g. incomprehensible instructions) | Background Unpleasantries - things such as security are nonobvious / unobtrusive |
Billing Accuracy / Clarity | Bliss Point - the exact right amount of things |
Building / Sustaining Relationships | Building Rapport |
Clear / Fair Terms of Service | Complaint Handling |
Complimentary Items (e.g. newspaper at hotel) | Customer Advocacy - customer complaints feed into service improvement |
Customer is Always Right | Customer's Are Asked For Feedback |
Diligent Service | Efficiency |
Feature Fit - lack of annoying/useless features | Friendly Service |
Greetings | Incident / Problem Resolution |
Inclusive & Accessible Environments | Knowledgeable Service |
Location | Meeting Commitments |
Not Corralling Customers (e.g. telling them where to stand) | Not Pressuring Customers |
Not Rushing Customers | On-time Performance |
Patience | Personal Attention |
Personalization / Customization | Polite Service |
Positive Attitude / Empathy | Professional / Timely Communication |
Professional Language | Professional Service |
Refined / Luxurious Interiors | Regulatory Compliance |
Reliability | Request Turnaround Time |
Respecting Customer Intelligence - not explaining obvious things | Respecting Privacy / Space |
Safe Environments | Secure Environments |
Self-Service Options & Usability | Service Flexibility |
Service Functions - the service does useful stuff | Service Recovery / Apologies |
Service Refinement | Service Tone |
Solving Customer Problems | Spacious Interiors (e.g. hotel) |
Standards Compliance | Taking Customers At Their Word |
Tangible Quality (e.g. food quality) | Timely Service |
Transparency / Candor | User Interfaces & Usability |
