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These eleven dimensions form the underlying ‘brilliance’ of your customer care efforts. Learn them, use them, measure them and make changes accordingly.
The dimensions provide a framework for thinking about improvement that is organized and useful in understanding where your customer care efforts could be better. If you do nothing else this year, expand your thinking to include getting and ‘A+’ on those elements that are the most important to your customers. Your business depends on it.
Doing the Basics Brilliantly
Lesson A Reliability & Responsiveness
Lesson B Credibility & Security
Lesson C Tangibles, Competence & Accessibility
Lesson D Courtesy, Understanding, Collaboration & Communication
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