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Convey trust, confidence, and competence in service

Customers perceive service through tangible events

Table to plan for five senses

The five senses are the means whereby people assess what is happening around us.
Table 1 may help us anticipate the customer experience so that we might act to make the customer perception as positive as possible.

Tangibles	See	Hear	Smell	Touch	Taste
Before
During
After

Table 1 Log of tangible customer experiences

At each step in the installation process, the customer will see, hear and smell as the service person works. The senses of touch and perhaps taste may also be involved.