Session 8

Question 1

The RATER matrix:

Answer 1

shows the five service dimensions in which your customers (consciously, or not) evaluate your service business by comparing their experiences to their expectations.

Question 2

Reliability:

Answer 2

do you deliver as promised?

Question 3

Assurance:

Answer 3

does your firm inspire confidence?

Question 4

Tangibles:

Answer 4

does your company present itself professionally?

Question 5

Empathy:

Answer 5

are your team members understanding and empowered to solve problems?

Question 6

Responsiveness:

Answer 6

does your team address queries within the expected time frame?

Question 7

Gaps model:

Answer 7

Improving service quality requires identifying specific causes of each gap and developing strategies to close them.
Identifies 4 potential gaps that may lead to the 5th and most serious final gap — the difference between what customers expected and what they perceived was delivered.

Question 8

Gap 1. Knowledge gap

Answer 8

difference between what senior management believes customers expect and what customers actually need and expect.

Question 9

Gap 2. Policy gap:

Answer 9

difference between management’s understanding of customers’ expectations and the service standards they set for service delivery.

Question 10

Gap 3. Delivery gap:

Answer 10

difference between specified service standards and the service delivery teams’ actual performance on these standards.

Question 11

Gap 4. Communications gap:

Answer 11

difference between what the company communicates, and what customer understands and subsequently experiences.

Question 12

Gap 5. Perceptions gap:

Answer 12

difference between what is actually delivered and what customers feel they received.

Question 13

Gap 6. Service quality gap:

Answer 13

difference between what customers expect to receive and their perception of service that is actually delivered.