It involves the time lines of service. Competence is the possession of the required skills and knowledge to perform the services needed. The employees must know the capability of the organization to better express thoughts about the service to the consumer. Access is the approachability and ease of contact needed to satisfy the customer. The service needs to be easily accessible by telephone and operation hours of service should be convenient.
Courtesy involves the politeness, respect, friendliness, and consideration of contact personnel.
Clean and neat appearance is expected of the contact personnel. Communication is keeping customers informed in the language they understand and listening to the customers. Communication may include explaining all aspects of the service offered. Credibility means possessing trustworthiness, believability and honesty. The customer's best interests are put first.