Question

Assess the different Customer Service skills that you noticed (external and internal) during your project. Evaluate your own aptitude towards serving another human being. Demonstrate the customer handling skills with example in Rater Model (Reliability, Assurance, Tangibles, Empathy & responsiveness) (DISTINCTION)

Answer 1

Following is the demonstration of the customer handling skills with an example in the RATER Model:

Explanation:

1. Reliability

• Reliability denotes the delivery of the agreed service as promised by the company. The service offered has to be dependable and this can be achieved when one delivers service on time, regularly, and precisely. It is the most significant service dimension in the RATER model.

2. Assurance

• Assurance is the aspect that pacts with trust and credibility. Meeting customer anticipations get easier when the organization can show them that they are responsible and know what they are doing. This comprises answering customer queries and concerns efficiently and expertly.

3. Tangibles

• It refers to the physical dimension of the organization’s service such as office, staff, website, equipment, etc. Tangibles do not always signify something that has a material appearance instead it refers to the image of your business.  

4. Empathy

• It refers to the employee’s empathic behaviour. The customer support staff has to be sensitive. When customers reach support and communicate a problem, they want to be emphasized. This is the key rule of customer support and the customers expect this from the organization's staff.

5. Responsiveness

• Responsiveness refers to the organization’s ability and preparedness to offer fast and quality services to the customers. The organization has to be available to respond to customers when they need them.