MANAGEMENT

Detailed explanation-1: -Businesses rely heavily on their customer service people to connect with its customers and provide a service experience that is both pleasant and helpful. The effectiveness of the customer service department is directly linked to customer satisfaction.

Detailed explanation-2: -EMPATHY-Caring, individualized attention the firm provides its customers.

Detailed explanation-3: -The most important determinant of perceptions of service quality among U.S. customers is reliability. A company that wants to excel at responsiveness should view service delivery and the handling of requests from the company’s point of view.

Detailed explanation-4: -Which of the following are true of tangibles in an organizational context?-Their essence is conveying that customers are unique and special and that their needs are understood.-They are often used by service organizations to signal quality to customers, enhance their image and provide continuity.