M3-PreTest

1. Being willing to help.

• Empathy
• Reliability
• Responsive

2. Customers are unique and special and it is important that their needs are understood

• Empathy
• Reliability
• Responsive

3. This includes the length of time a customer has to wait for assistance, answers to questions or attention to problems.

• Empathy
• Reliability
• Responsive

4. . Every customer wants to feel important and understood by firms that provide a specific service.

• Empathy
• Reliability
• Responsive

5. inspiring trust and confidence.

• Assurance
• Tangible
• Empathy

6. delivering on promises

• Empathy
• Reliability
• Responsive

7. This dimension includes the consistency in which service promises are met which could include keeping schedules or appointment times, completing tasks on time, and ensuring that outcomes are met.

• Empathy
• Reliability
• Responsive

8. representing the service physically.

• Assurance
• Tangible
• Empathy

9. company gives you individual attention.

• Assurance
• Tangible
• Empathy

10. The company has to seek to build trust and loyalty between key contact people and customers

• Assurance
• Tangible
• Empathy