Customer expectations
Posted in glossary on 25 June 2010 by Default Admin
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Customer expectations are what people think should happen and how they think they should be treated when asking for or receiving customer service.
Expectations are formed by:
- what people hear and see
- what they read and what the organisation tells them
- what happens during the customer experience
- what has happened to them in other customer service experiences.
Generally customer expectations rise and organisations try to match that rise through continuous improvement in customer service.
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