Customer Expectations

Identify the key differences between customers' needs, wants, expectations, and satisfaction.

• Needs are essential, wants are desires, expectations are beliefs, and satisfaction is the fulfillment of these.

• Needs and wants are the same, expectations are irrelevant, and satisfaction is not measurable.

• Expectations and satisfaction are the same, while needs and wants differ.

• Needs are desires, wants are essential, expectations are beliefs, and satisfaction is irrelevant.

What is the purpose of customer service?

• To increase sales

• To provide support and assistance to customers

• To develop new products

• To manage company finances

The scope of customer service affects what an organisation offers by:

• Determining the range of products and services provided

• Limiting the number of employees

• Increasing the cost of goods sold

• Reducing the need for marketing

Customer needs can vary based on individual differences. Which of the following is a factor that can influence these differences?

• Cultural background

• Weather conditions

• Time of day

• Geographical location

What factors form customer expectations?

• Price and quality

• Brand reputation

• Customer service

• All of the above

Fill in the blank: _______ are what the customer thinks they should experience or get.

• Expectations

• Products

• Services

• Feedback

Fill in the blank: _______ is when an organisation meets or surpasses a customer’s expectations.

• Customer satisfaction

• Customer service

• Customer loyalty

• Customer engagement

Fill in the blank: _______ are based on emotional factors.

• Decisions

• Calculations

• Measurements

• Experiments

How can you get to the truth of the matter when dealing with customers?

• By listening carefully and asking clarifying questions

• By assuming the customer is always right

• By ignoring the customer's concerns

• By providing immediate solutions without understanding the issue

Which method has seen a 39% increase in use for customer service?

• Online self-service

• Online communities

• Online chat