RELIABILITY - Consistency of performance
Keeping promises.
RESPONSIVENESS - Quick response - Creative
response.
COMPETENCE - Required skills and knowledge.
COURTESY - Polite and friendly.
COMMUNICATION - Always tell the client what's
going on. Listen and hande the problem.
CREDIBILITY - Honest/trustworthy.
SECURITY - Confidentiality. Clients interests
always at heart.
UNDERSTANDING - Individual attention.
NO stereotyping.
TANGIBLES - Physical enviroment - Written
communication.
INTANGIBLES - Feel-good factor.