Professional Documents
Culture Documents
Customer
Satisfaction
Right attitude
to customer, to service
Zhu Ronghui
August, 2008
Service quality
is more a
function of
attitude than
technology,
i.e., people
make quality
and not
technology or
machine, there
is a need to
overcome the
Quality of employee is inseparable from myth that
the quality of service provided; Personnel technology
(employee) behaviour is integral part of equals benefits
service, I.e., willingness & ability (skill) to
serve, language, dress, communication,
etc. matter
3 MCCI Care Zhu Ronghui
Customer satisfaction
4.2
3.8
3.4
3.0
Responsiveness
Assurance
Reliability
Tangibles
Empathy
Survey was done to MCCI TS last week, 5 key
customer involved.
0
14. give you individual attention 3. be dependable
-0.5
-1
13. show a sincere interest in your problems 4. be reachable anytime, any way
-1.5
-2
12. instill confidence via their behaviors 5. never be too busy to respond to requests
11. be consistently courteous 6. explain exactly when and how you will be helped
10. understand your specific issues and needs 7. have up-to-date equipment and technology