In a previous blog post, Transforming the Service Experience – 5 Dimensions of Service Quality, we introduced the RATER Model[1] of customer service as a tool to help us transform the service experience into one that is valued by our customers and creates a sustainable competitive advantage. The model represents the five key dimensions of service quality and provides service providers with a template for defining and creating their unique and valued service experience. Today we will consider how a service company can define the dimension “Reliability”.
As you may recall, the name RATER is an acronym with each letter representing the first letter of one of the five dimensions. 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.
I am delighted to let you know about a webinar series that I am presenting in conjunction with the Canadian Mechanical Contractors Education Foundation (CMCEF) that I thought would be of interest to you. The series is called Transforming the Service Experience. The webinars are intended to help service companies in today’s highly competitive service environment create a highly valued service experience that distinguishes them from their competitors through the activities of their field service team.
If you want to transform the service experience you create for your customers to one that is valued and enables you to stand out from your competitors, then this will be of interest to you. In this blog we are going to look at the 5 dimensions of service quality and examine how you can use them to define exactly the service experience you want to deliver.
Do you want to increase Revenues Generated by your Techs? Tell them to Stop Selling (and Start Serving)!
Imagine opening up a reputable trade magazine and reading an article that states that you should stop maintaining your mechanical and electrical equipment. You read the following:
