Service Characteristics

1. Reliability means consistency of actions:

-The provider renders the service as promised
-Accuracy in invoicing-Proper file management
-Service provided within the designated time period


2. Response capacity refers to the service provider's willingness or skill in rendering the service:

-Serve clients rapidly
-Availability to respond to questions and complaints
-Willingness to help clients


3. Professionalism means having the necessary skills and knowledge:

-Service provider’s knowledge and skills
-Knowledge and skills of any person providing operational support (colleague or team who will work on the project)
-Research capacity of linguists


4. Accessibility means approachableness and ease of contact:

-The service is easily accessible by phone, email, instant messenger or social networks
-The wait time for receiving the service is prudent
-Convenient business hours


5. Courtesy includes politeness, respect, consideration and friendliness of the service provider towards the client:

-Showing consideration upon answering calls, emails or other communications
-Clean and tidy appearance of the service provider during video conferences or meetings, or in his/her manner of writing.


6. Communication means keeping clients updated in a language they can understand, as well as listening to their needs:

-Explanation of the service itself
-Explanation of the price-quality relationship
-Assure clients that any problems will be solved


7. Credibility means trust, authenticity, honesty and keeping the client’s interest in mind:

-Company reputation
-The service provider should inspire trust in the client


8. Security is protecting the client from risk or doubts:

-Financial security (the client won’t lose money)
-Confidentiality


9. Knowing the client means making an effort to understand the client’s needs:

-Understand the client’s specific requirements
-Provide personalized service
-Recognize regular clients

10. Tangible elements include physical evidence of the service:

-Appearance of translated documents
-Professional appearance (manner of writing)
-Tools or equipment used to provide the service
-Physical representation of the service (business cards, website, etc.)

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Sources:

1. Parasuraman, A., Zeithmal, V.A. y Berry, L.L. A Conceptual Model of Service Quality and its implications for Future Research. Journal of Marketing. 1985.
2. Grönroos, Christian. Marketing y gestión de servicios. Ediciones Diaz de Santos S.A., 1994.
3. Berry, Leonard y Parasuraman A. Marketing Services: Competing Through Quality. The Free Press, 1991.