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customer expectations of service

Today's Objectives . Recognize that customers hold different types of expectations for service performance.Compare desired vs. adequate service expectationsDefine and discuss the zone of toleranceDiscuss factors that influence desired, adequate and predicted service expectationsDiscuss some current issues surrounding customer expectations..

JasminFlorian
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customer expectations of service

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    2. Today’s Objectives Recognize that customers hold different types of expectations for service performance. Compare desired vs. adequate service expectations Define and discuss the zone of tolerance Discuss factors that influence desired, adequate and predicted service expectations Discuss some current issues surrounding customer expectations.

    3. Customer Service Expectations Definition: beliefs about service delivery that serve as standards or reference points against which performance is judged.

    4. Possible Levels of Customer Expectations

    5. Dual Customer Expectation Levels

    6. The Zone of Tolerance

    7. The Zone of ToleranceSame Service, different context or customer

    8. Zones of Tolerance forDifferent Service Dimensions

    9. Factors That InfluenceDesired Service

    10. Factors That InfluenceAdequate Service

    11. Factors That InfluenceDesired and Predicted Service

    12. Questions about Expectations At what level should a company set expectations? Should a company try to delight the customer? How does a service company stay ahead of competition in meeting customer expectations?

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