In my last post on the five key dimensions of service quality, we considered what we can do to transform the service experience through the tangible aspects of the service we provide. Here we consider what we can do to transform the service experience by clearly communicating to our customers that we care about them. Our customers will have little regard for us until they know that we have empathy.
Recall that the name RATER is an acronym with each letter representing the first letter of one of the five key dimensions of service quality. They are:
R eliability: Our ability to provide what is promised, dependably and accurately
A ssurance: Our knowledge and courtesy, and our ability to convey trust and confidence
T angibles: Our physical facilities and equipment, and our appearance
E mpathy: The degree of caring and individual attention we provide to customers
R esponsiveness: Our willingness to help customers and provide prompt service
