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Topic: Literature
Number of pages / Number of words: 8 / 2116
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The reliability is the ability to provide what was promised, dependably and accurately (Berry, 2004). When you fulfill a customer request on time, you show reliability (performance research associates, 2003). The assurance is the knowledge and courtesy you show to customers, and your ability to convey trust, competence, and confidence (Berry, 2004)...


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When you smile and tell a customer, “I can help you with that”-and do-you build assurance (Performance research associates, 2003). The tangibles are the physical facilities and equipment, and your own (and others’) appearance (Berry, 2004). When you take the time to make yourself and your work area presentable, you are paying attention to the tangibles (performance research associates, 2003)...


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