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customer

Customer Service: Responsiveness

No one likes waiting to be noticed, acknowledged, or helped … that is why RESPONSIVENESS is so critical to achieving customer satisfaction.  So, what exactly is RESPONSIVENESS anyhow?  It is our “willingness to help the customer promptly.” It can be challenging to be responsive when you have multiple customers waiting in line or hundreds of

Customer Service: Assurance

Customer service requires meeting customer expectations.  It's really that simple.  The research of Valarie A. Zeithaml, A. Parasuraman, and Leonard L. Berry in the 1980s found customers measure their expectations of service with the actual service provided to them.  If you meet or exceed their expectations, they feel you are interested in them and they will be