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They need to do the report base on the routine communication with the customer and record the critical incidents. With the defining of the service scope, service levels and key performance indicators services providers are able to handle the customer requirements better. (Sarah, 2005)
Servqual was once adopted to measure on ten aspects of services quality, which is reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding or knowing the customer and tangibles. "It measures the gap between customer expectation and experience." (Wikipedia, 2007) When times go by, scholars had refined it to "(1) reliability, capability to respond dependably and accurately as what has promised: (2) assurance, knowledge and courtesy of employees and their ability to convey trust and confidence; (3) tangible, appearance of physical facilities, equipment, personnel, and communication materials; (4) empathy, caring, individualized attention the firm provides its customers; and (5) responsiveness, eagerness to solve customer's problem instantly...
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Common topics in this essay:
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