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.
Security is the amount of freedom from danger, risk or doubt.
This involves physical safety, financial security, and confidentiality. Understanding the Customer is making the effort to understand the needs of their customers. The company may ask for suggestions from the consumer or try to provide the customer with some individual attention. Tangibles are the physical evidence of the service. Tangibles include physical facilities and the tools used to provide the service.