{"id":1798,"date":"2013-08-21T12:10:40","date_gmt":"2013-08-21T10:10:40","guid":{"rendered":"http:\/\/targettrainingblog.de\/?p=1798"},"modified":"2020-06-29T12:19:15","modified_gmt":"2020-06-29T10:19:15","slug":"customer-service-how-do-you-rate-2","status":"publish","type":"post","link":"https:\/\/www.targettraining.eu\/de\/customer-service-how-do-you-rate-2\/","title":{"rendered":"The RATER model in customer service – How do you RATE?"},"content":{"rendered":"

All of us have \u201ccustomers\u201d of one sort or another. Whether we are working on a B2B or B2C basis, with internal or external customers, customer service skills make a huge difference at how successful you are at working with customers. Understanding what customers expect is a must. In a general sense, customers expect a positive customer experience, to feel like they matter (as your customer), and a resolution to their problem or query. Of course, i<\/strong>ndividual expectations differ from one customer to the next. <\/strong>However, all individual customer expectations fall within the same five categories, as explained in this post. <\/strong><\/p>\n

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The RATER model<\/h2>\n

We often (almost always) use the RATER model in our customer service training solutions. The model was developed by Zeithaml, Parasuraman, and Berry (1990 – Delivering Quality Service; Balancing Customer Perceptions and Expectations)<\/em>. Based on the SERVQUAL model, RATER defines five categories that customers value when assessing service quality.<\/p>\n

Reliability<\/h4>\n