Question

Rank the four customer service factors (time, dependability, communication, and convenience) from most important to least important from customers’ point of view in any industry of your own selection.

Answer 1

Rank the four customer service factors (time, dependability, communication, and convenience) from most important to least important from your customers’ point of view, and (b) identify actions for the one or two most important to serve customers better.

The four customer service factors are provided below in the sequence of most important to least important:

1) Time: Timely delivery of products and services is most important especially in case of services and perishable goods.

2) Communication: It is also an important customer service tool. Effective communication is important for informing the customers about the utilities of the products and services which helps in attracting them.

3) Dependability: The fact that customers can depend on the product or service plays a vital role in building the brand value of those products and services.

4) Convenience: This is the least important function because customer sometimes can do without this factor. Urgent requirement of a product and service may force them to ignore the convenience of that product or service.

Customers always feel happy when they have all the information about the products they require. However, the timely delivery of those products is most important because if the product is delivered after its utility for the customer expires than it is of no use. Therefore all organizations must make sure that they must ensure the timely delivery of the products before informing the customers about them.