Customer Expectations

The purpose of customer service is to:

• Provide support and assistance to customers

• Increase product prices

• Reduce company expenses

• Limit customer interactions

The scope of customer service includes:

• Handling customer inquiries and complaints

• Providing technical support

• Offering product recommendations

• All of the above

Which of the following is important to recognise in customer service?

• Customers' needs

• Customers' wants

• Customers' expectations

• All of the above.

Explain how customer needs might vary based on individual differences according to the text.

• Customer needs are the same for everyone.

• Customer needs vary based on individual preferences and circumstances.

• Customer needs are determined solely by market trends.

• Customer needs do not change over time.

What are customer expectations?

• The desires and needs of customers regarding a product or service.

• The financial budget customers allocate for purchases.

• The demographic information of the target market.

• The legal requirements for selling a product.

What heavily influences customer expectations?

• Advertising

• Word of mouth and the media

• Product quality

• Customer service

How can experiences with similar organisations impact customer expectations in a specific service industry?

• They can raise expectations for service quality.

• They have no impact on customer expectations.

• They lower expectations for service quality.

• They make customers indifferent to service quality.

By what percentage has the use of online self-service increased?

• 18%

• 10%

• 25%

• 5%

Which method has seen the highest increase in usage?

• Online self-service

• Online communities

• Online chat

Why is it important for different channels of customer contact to work together seamlessly?

• To ensure consistent customer experience

• To increase operational costs

• To create isolated customer service teams

• To reduce the need for customer feedback