Identify the correct sequence of dimensions of customer service a PR professional should be aware of
- Reliability, Tangibles, Responsiveness, Confidence
- Tangibles, Confidence, Reliability, Responsiveness
- Confidence, Reliability, Responsiveness, Tangibles
- Responsiveness, Confidence, Tangibles, Reliability
Correct Ans: (A)
Explanation:
Public relations (PR) professionals play a vital role in managing customer relationships and ensuring brand trust. To provide excellent customer service, they must focus on four key dimensions: reliability, tangibles, responsiveness, and confidence.
The first dimension, reliability, refers to the ability of a PR professional to consistently deliver on promises. Customers expect accurate information, timely responses, and dependable service. Next, tangibles include the physical aspects of communication, such as well-designed press materials, a professional appearance, and a user-friendly digital presence. These elements help in building a credible image.
The third dimension, responsiveness, involves the speed and efficiency of addressing customer concerns. PR professionals must be proactive in handling queries, resolving issues, and engaging with the audience. Finally, confidence plays a crucial role in building long-term relationships. A brand must establish trust through transparency, ethical communication, and effective reputation management.
Arranging these dimensions in the correct sequence highlights the logical flow of customer service excellence. Reliability comes first, as it builds a foundation of trust. Tangibles follow, ensuring a strong visual and physical presence. Responsiveness then enhances customer engagement, and confidence solidifies the relationship. Hence, the correct sequence is option (A): reliability, tangibles, responsiveness, and confidence. PR professionals must integrate these dimensions effectively to maintain a positive public image.
