The scenario you described illustrates the responsiveness dimension of the RATER model. This dimension refers to the ability of a company to provide prompt service and address customer needs effectively. In this case, the customer service representative quickly addressed the customer's complaint by refunding them and sending a new item, demonstrating a timely and proactive response to the issue.
a customer calls a company to complain about a defective item they purchased, and a customer service representative refunds them and sends them a new item. which dimension of the RATER model does this illustrate?
reliability
responsiveness
tangibility
1 answer