creating a positive, memorable experience for every customer

meeting expectations and satisfying needs—in such a way that you’re seen as easy to do business with

It means looking for

opportunities to wow and

delight your customer in

unique and unexpected

ways

To the customer, you are the company

Research shows that customersevaluate service quality on five factors:

Dr. Leonard Berry, Texas A&M University

The ability to provide what was promised, dependably

and accurately

The knowledge and courtesy of employees and their ability to convey trust

and confidence

The reassurance factor is about managing your customers’ feelings of trust.

The customer’s decision to trust you is built on honesty, knowledge, and know-how.

Reassurance is the substance that backs up your style, and it comes in four packages:

The physical facilities and equipment and the

appearance of personnel

Never give something to customers you’d be reluctant, embarrassed, or angered to receive yourself

The degree of caring and individual attention

provided to customers

The willingness to help the customer and provide

prompt services

Dissatisfaction isn’t always measured in minutes. It is

often the result of uncertainty.

Research shows that the most frustrating aspect of waiting is

not knowing how long the wait will be

Those with a positive attitude and cheerful

outlook

Those who genuinely enjoy working with and for other

people

Those the ability to put the customer on

“center stage”

Those who view their job as primarily a human relations

profession

For a detailed training outline

and program, please contact:

Hridaya Consulting Center

hridaya@hridaya.bg

www.hridaya.bg