1. Tangibility: Modern equipment and technology, Physical facilities visually appealing, Employee and agents neat in appearance, Materials associated with the services appealing
2. Reliability: Promise to do something by a certain time, they do so. Show sincere interest in solving customers’ problems. Perform the service at the first instance. Provide their services at the time they promise to do so. Error free record. Sound financial strength. Good will.
3. Responsiveness: Employees and agents tell customers exactly when services performed. Employees and agents give prompt services to customers. Employees and agents willing to help customers. Employees and agents are never too busy to respond to customers’ requests. Employees and agents constantly communicate with customers. Method of communication suits the needs of customers.
4. Assurance: The behavior of employees and agents instills confidence in customers. Customers feel that their transactions are safe. Employees and agents are courteous with customers. Employees and agents have knowledge to render professional service to customers. Employees and agents give accurate presentation of products and services.
5. Empathy: Customers’ individual attention. Operating hours convenient to all their customers. Employees and agents who give customer personal attention. The customers’ best interests at heart. Understand the specific needs of their customers. Welcome complaints and criticism and respond positively. Organize consumer awareness programs under CRM. Commit to ethics and promote ethical behavior.