Diagnose an aftersales complaint using the five SERVQUAL/RATER dimensions.
Service quality lives in the gap between the work you performed and the confidence the customer has left. The five lenses Reliability: did we do what we promised, accurately and dependably? Assurance: did our words and evidence create confidence? Tangibles: did the visible artifacts look professional and complete? Empathy: did we treat the customer as a person with context? Responsiveness: did we move at the speed the situation deserved? The aftersales trap Teams often jump straight to technical remedy. RATER slows that reflex. It asks which part of the experience collapsed, because the right recovery differs by dimension. A reliability…
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