5 Dimensions of Service Quality
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The document outlines five dimensions of service quality assurance: trust and confidence, empathy, reliability, tangibility, and responsiveness. It details how to achieve these dimensions through product knowledge, active listening, accurate data management, maintaining a friendly demeanor, and prompt communication. The information is presented in the context of providing high-quality customer service, as highlighted in a presentation by Susitra from MBA Anna University.
5 Dimensions of Service Quality
- 1. 5 DIMENSIONS OF SERVICE QUALITY
- 4. ASSURANCE The ability to convey trust and confidence, and demonstrate knowledge and confidence HOW IT CAN BE DONE ? Know your products and process
- 6. EMPATHY Care and individual attention given to customers HOW IT CAN BE DONE ? Show concern when interacting with enrollees Listen actively
- 8. RELIABILITY The ability to provide what was promised dependably and accurately. HOW IT CAN BE DONE ? Ensure data is correctly entered on identification cards and on enrollee list. Maintain good relationship with providers to ensure smooth access to care for enrollees
- 9. TANGIBILITY Physical appearance of personnel, facilities and equipment HOW IT CAN BE DONE ? Maintain clear and friendly tone of voice over the phone Design and appearance of email Dressing and presentation of front desk representative, as well as appearance of reception area
- 11. RESPONSIVENESS This is the willingness to help customers and provide prompt service. HOW IT CAN BE DONE ? Respond to emails promptly Pick up calls on time and be sure to return missed calls
- 12. THANK YOU A presentation By Susitra A MBA Anna University