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By : Himanshu Joshi, Customer Service Professional
Activity:  5 comments  24110 views  last activity : 07 06 2010 20:18:04 +0000
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Reliability:
The ability to provide what was promised, dependably and accurately

Action strategy : Make sure that you correctly identify customer needs, promise only what you can deliver, and follow through to ensure that the product or service was received as promised

Assurance:
The knowledge and courtesy of employees, and their ability to convey trust and confidence

Action strategy : Take the time to serve customers one at a time. Provide service assertively by using positive communication techniques and describing products and services accurately

Tangible
The physical facilities and equipment and the appearance of personnel

Action strategy : Maintain workspaces in a neat, orderly manner, dress professionally, and maintain excellent grooming and hygiene standards

Empathy
The degree of caring and individual attention provided to customers

Action strategy : Listen for emotions in your customers’ messages. Put yourself in their place and respond compassionately by offering service to address their needs and concerns

Responsiveness
The willingness to help customers and provide prompt services

Action strategy : Project a positive, can-do attitude. Take immediate steps to help customers and satisfy their needs

 
5 comments on "Five Elements of Quality Service"
  Commented by  Somanath Tripathy, Asst. Manager/Manager -(NonTechnical), General Electric    | 04 22 2009 04:30:05 +0000
Key elements for quality service delivery

Designing the service  
> Customer needs are clearly identified
> Reasonable expectations are set
> Services are easy to access, responsive,timely and reliable
> Where possible, some choice is provided for users
> Those delivering the service have appropriate skills

Implementing the service
> Service delivery is consistent regardless of where or by whom it is delivered
> Services are simple to understand and receive
> Services are cost effective

Assessing achievement
> Quality of service is regularly reviewed
> Users have easy right of address for poor quality services
? There is a programme of continuous improvement
  Commented by  varsha mishra, technical Manager, rfrac    | 09 27 2008 14:42:58 +0000
gud article
  Commented by  Dheerendra, Team Leader -(Technical) Datamanusa    | 08 26 2008 15:24:38 +0000
Good points 
  Commented by  Abhishek Tiwari, Network Admin/System Admin, STPL INC.    | 08 22 2008 21:50:28 +0000
Gud Article
  Commented by  Sourav Chatterjee, IT Engineer- CMC Limited-ATata Enterprise    | 07 24 2008 22:50:52 +0000
Good article 
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