course hero exam 1 should a company try to delight the customer rater

A multi-dimensional approach allows the service shortcomings to be identified and improved. By measuring this quality rating using the 5 RATER areas, an organisation can discover where opportunities for improvement lie. If the customers had expected more from the service than they actually experienced, they will have a low opinion of the service quality. If it takes a month just to get a response, he is likely to have found another study programme.

After all, the customer wants to start the programme within a month. If a commercial training institute does not pay enough attention to a customer who requested more information about a specific study programme, chances are the customer will look for a different school. To what extent can the organisation offer quick service and to what extent is the company willing to help customers? Quality service is paramount. If there is not even a shred of empathy in the employee’s response, the customer will be disappointed and decide never to fly the airline in question again. EmpathyĪre employees able to empathise well with the customers and give them individual attention? How is the relationship between employees and their customers? If a customer has a complaint about a considerable delay at an airline, he wants to feel heard by the employee. If a customer is selecting a health insurance plan, but ends up on a website that looks unprofessional, that customer will probably opt for a different insurance company. TangiblesĪre the physical aspects of the service appealing? Think for instance of the office, website, equipment and employees looking reliable. The customer might even go to a different bank for his mortgage. AssuranceĪre employees able to convincingly communicate their knowledge to the customers? Does the customer trust what the employees have to say and do they feel the employees can give them helpful advice? When the information about an interest tax deduction for an expensive mortgage turns out to be inaccurate, both the bank’s and its employee’s credibility will diminish rapidly.

If it turns out that a provider is not able to deliver Internet services without issues, the organisation’s reliability will decline. Is the organisation able to deliver the agreed upon services consistently, accurately and on time? This concerns the quality of the reliability and the way in which the customer can rely on it. Figure 2 – RATER Model (Reliability, Assurance, Tangibles, Empathy and Responsiveness) Reliability

Course hero exam 1 should a company try to delight the customer rater