16 Tangibles , the physical facility and equipment and the employees' appearance, affect the way customers judge the quality of employees' service. One expert describes customer service as anything customers can see, hear, touch, smell, taste, feel, walk on, step over, carry, or even sense. These tangible terms express how customers' physical environment affects their perceptions of care, and ultimately their satisfaction. Empathy, the degree of caring and individual attention shown to customers, means acknowledging and affirming another's emotional state. 18 Customers are sensitive to the nature of good service and can identify a caring professional.
Responsiveness shows in employees' timely response to customers' needs.
While health care organizations don't have the flexibility to approach responsiveness the way Federal Express and LensCrafters do, health care customers can still expect a timely response. This gives them a sense of control and involvement. Go and serve The details could make a difference in satisfying the customer. Use the first encounter with the customer to make a magical and memorable experience. Believe the customer and look for teaching opportunities in your interactions.