Total Quality Management - CII Institute of Logistics

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Total Quality Management Customer Service Dimensions 1) Tangibles Appearance of physical facilities, equipment, personnel, and communication materials. Examples of Specific Questions Raised by Customers Are the bank's facilities attractive? Is my stockbroker dressed appropriately? Is my credit card statement easy to understand? Do the tools used by the repair person look modern? 2) Reliability Ability to perform the promised service dependably and accurately Examples of Specific Questions Raised by Customers When a loan officer says she will call me back in 15 minutes, does she do so? Does the stockbroker follow my exact instructions to buy or sell? Is my credit card statement free of errors? Is my washing machine repaired right the first time? 3) Responsiveness Willingness to help customers and provide prompt service Examples of Specific Questions Raised by Customers When there is a problem with my bank statement, does the bank resolve the problem quickly? Is my stockbroker willing to answer my questions? Are charges for returned merchandise credited to my account promptly? Is the repair firm willing to give me a specific time when the repair person will show up? CII Institute of Logistics 24 Website: www.ciilogistics.com
Total Quality Management 4) Competence Possession of the required skills and knowledge to perform the service Examples of Specific Questions Raised by Customers Is the bank teller able to process my transactions without fumbling around? Does my brokerage firm have the research capabilities to accurately track market developments? When I call my credit card company, is the person at the other end able to answer my questions? Does the repairperson appear to know what he is doing? 5) Courtesy Politeness, respect, consideration, and friendliness of contact-personnel Examples of Specific Questions Raised by Customers Does the bank teller have a pleasant demeanor? Does my broker refrain from acting busy or being rude when I ask questions? Are the telephone operators in the credit card company consistently polite when answering my calls? Does the repairperson take off his muddy shoes before stepping on my carpet? 6) Credibility Trustworthiness, believability, honesty of the service provider Examples of Specific Questions Raised by Customers Does the bank have a good reputation? Does the broker refrain from pressuring me to buy? Are the interest rates/fees charged by my credit card company consistent with the services provided? Does the repair firm guarantee its services? CII Institute of Logistics 25 Website: www.ciilogistics.com
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