BUISENESS MANAGEMENT
CUSTOMER SERVICE
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Question
[CLICK ON ANY CHOICE TO KNOW THE RIGHT ANSWER]
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Empathy, courtesy, responsiveness and assurance are a few examples of service dimensions quality.
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True
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False
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Either A or B
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None of the above
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Explanation:
Detailed explanation-1: -The five service quality dimensions are tangibility, reliability, responsiveness, assurance, and empathy.
Detailed explanation-2: -Responsiveness: Willingness to help customers promptly. Example: avoid keeping customers waiting for no apparent reason.
Detailed explanation-3: -In customer service, empathy is the capacity to affirm a customer’s feelings and indicate that you can understand their frustration or pain-even if the problem was out of your control. In other words, empathy is putting yourself in someone else’s shoes-understanding their perspective from their point of view.
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