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GUIDESTAR RESEARCH WHITE PAPER
GUIDESTAR RESEARCH -
WHITE PAPER - DECEMBER 2005 5
Some General Customer Service Satisfaction
Dimensions and Factors
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Overall customer service
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Helpfulness
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Friendliness
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Support staff that solves problems quickly
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Provides poor support
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Very talented professionals
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All the necessary resources to service you
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A very valuable service resource
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Competent
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Unprofessional
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People that are easy to deal with
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I receive the support I need from my ABC field engineer to resolve any service problems
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Ethical
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Dishonest
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Support staff which gives you a hard time
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Staff which is interested in your comments and suggestions
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Phone calls returned quickly
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People answering the phone are polite
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People on the answering the phone are cheerful
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Knowledgeable operators
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Listening to the customer
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Attentive to customer complaints
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Close to its customers
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Unwilling to go the extra mile for its customers
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Ignores customer suggestions
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Impossible to get satisfaction unless you go to the top
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In tune with the needs of its clients
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Prompt in dealing with customer complaints
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Efficient