The document outlines five dimensions of service quality assurance: trust and confidence, empathy, reliability, tangibility, and responsiveness. It details how to achieve these dimensions through product knowledge, active listening, accurate data management, maintaining a friendly demeanor, and prompt communication. The information is presented in the context of providing high-quality customer service, as highlighted in a presentation by Susitra from MBA Anna University.

1. 5 DIMENSIONS OF SERVICE
QUALITY

4. ASSURANCE
The ability to convey trust and confidence, and demonstrate knowledge and confidence
HOW IT CAN BE DONE ?
Know your products and process

6. EMPATHY
Care and individual attention
given to customers
HOW IT CAN BE DONE ?
Show concern when interacting
with enrollees
Listen actively

8. RELIABILITY
The ability to provide what was
promised dependably and accurately.
HOW IT CAN BE DONE ?
Ensure data is correctly entered on
identification cards and on enrollee
list.
Maintain good relationship with
providers to ensure smooth access to
care for enrollees

9. TANGIBILITY
Physical appearance of personnel, facilities and equipment
HOW IT CAN BE DONE ?
Maintain clear and friendly tone of voice over the phone
Design and appearance of email
Dressing and presentation of front desk representative, as well as
appearance of reception area

11. RESPONSIVENESS
This is the willingness to help customers and provide prompt service.
HOW IT CAN BE DONE ?
Respond to emails promptly
Pick up calls on time and be sure to return missed calls

12. THANK YOU
A presentation
By
Susitra A
MBA
Anna University