HR Professionals |
Customer Service & Relationship Management |
India's Knowledge Process Outsourcing (KPO) industry |
2 more ...
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Activity:
5 comments
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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
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