Perceived Customer Characteristics
The ability to perform the service dependably and accurately.
What is reliability
Companies’ responsiveness, flexibility, dependability, ease of access, apologies, or compensation when necessary.
What is good service
How many gap models are there?
What is 4
Who manages conflicts between customers and their employees.
What are frontline service providers
What is 3
Associated with the appearance of physical facilities, equipment, personnel, and communication materials.
What is tangibility
Monitoring customer favorableness by social media.
What is Sentiment Analysis
Difference between customers’ expectations and the retailer's perception of those customer expectations.
What is the knowledge gap
Customer service is easy if...?
What is there aren't any customers
What is the abbreviation in letters for Service Recovery?
What is LPR
Knowledge and courtesy of employees and their ability to convey trust and confidence.
What is assurance
Allowing employees at the firm’s lowest levels to make important decisions regarding how service will be provided to customers.
What is empowerment
Difference between the retailer’s knowledge of customers’ perceptions and expectations and the service standards it sets.
Complaints allow retailers to interact with...?
What is customers
What does the first letter in the abbreviation stand for?
What is Listen
The caring, individualized attention provided to customers.
What is empathy
Have appropriate systems and equipment to deliver the service desired by customers.
Difference between the retailer’s service standards and the actual service it provides to customers.
What is the delivery gap
Feedback can improve...?
What is service quality
What does the second letter or step in the abbreviation stand for?
What is Provide (a fair solution)
To provide customer service personnel and sales associates that really want to help customers and provide prompt service.
What is responsiveness
The most important thing for setting service standards.
What is high-quality
Difference between the actual service provided to customers and the service that the retailer’s promotion program promises.
What is the communication gap
What is the difference between “Respond to emails as soon as possible" and “All emails should be responded to within three hours”
What is vague and specific
What does the third letter in the abbreviation stand for?
What is Resolve (the problem)