Remember the RATER lens during QA reviews
Recall the RATER dimensions and distinguish their practical use in support reviews.
RATER What does RATER stand for in service quality? Reliability or responsiveness: which one is the real miss? These dimensions often travel together, but the dominant failure mode should still be named precisely. What is the practical sign of an assurance miss? The customer may get the right answer yet still feel unsure because the agent sounded uncertain, contradictory, or vague about next steps. Assurance is about competence made visible through language and expectation-setting. “The customer was happy, so the quality must have been high.” A single delighted reaction can hide a fragile process. Your line Customer emotion matters, but…
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