{"id":36233,"date":"2020-06-29T15:59:25","date_gmt":"2020-06-29T13:59:25","guid":{"rendered":"https:\/\/www.targettraining.eu\/?p=36233"},"modified":"2020-06-29T16:00:40","modified_gmt":"2020-06-29T14:00:40","slug":"how-to-meet-customer-expectations-with-the-rater-model","status":"publish","type":"post","link":"https:\/\/www.targettraining.eu\/de\/how-to-meet-customer-expectations-with-the-rater-model\/","title":{"rendered":"How to Meet Customer Expectations with the RATER Model"},"content":{"rendered":"

A Global Customer Services Director recently came to us with a challenge: We have customer service teams spread all over the world, helping our telecommunications customers with technical troubleshooting. Some of them are really excellent, experienced agents, others are relatively new and still learning the ropes. Some are good with the technical side, others better at working with people. The question is \u2013 how do we get them all working to the same standard?<\/em><\/strong><\/p>\n

We proposed the RATER model, a five-point framework which describes how customers evaluate the service they receive. We have found RATER is a tool which everyone can learn from and improve, whatever their level of experience. In a previous post<\/a> we introduced the framework. In this post we will add some information and provide tips on how to put it into practice, based on real experience we\u2019ve had working with clients like the one above.<\/p>\n

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Reliability<\/h2>\n

Is your organisation able to deliver services consistently, accurately and on time? Of course, sometimes things go wrong. If you work on a customer helpline, \u2018reliability\u2019 becomes the measure of how quickly and effectively you can put things right.<\/p>\n