The RATER Elements BM's Customer Service problems (examples) Reliability Timeliness Consistency/Regularity Accuracy Assurance Staff competence Respect for customers In some cases, the design specifications (of business software) did not match the Credibility. Honesty, requirements of the client, causing a lot of after sales difficulty Confidentiality Safety and security The RATER Elements BM's Customer Service problems (examples) Tangibles Physical facilities and equipment Employees Communication Empathy Access (staff, services. information Communication (clear, appropriate, timely) Appropriate services Responsiveness Reception staff have good communication skills, but wait times are long Willingness to help Prompt service Problem resolution