Sort Service Complaints With RATER
Sort dry-cleaning complaints into RATER dimensions to choose the right service fix.
Place each customer complaint into the RATER dimension it signals most strongly. Reliability Assurance Tangibles Empathy Responsiveness My suit was promised Friday at 5 p.m., but it was still in pressing. The route driver comes at a different time every week without warning. The associate could not explain why my silk dress had a risk note. Nobody seemed confident about whether this beaded gown could be cleaned. The counter looked dusty and the finished bag had old lint on it. The dressing-room mirror area made the whole store feel careless. I said the suit was for a funeral, and the…
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