Question

Customer expectations form an important element of quality. A service that fails to meet the expectations of one customer may be considered by them to be of poor quality while another customer receiving an identical service but who did not hold such high expectations may consider the service to be of high quality. Justify with suitable example.

Answer 1

Why Understanding Expectations Is Crucial For Customer Service

Customer service is about expectations. And the expectations that customers have today were shaped by their previous experiences. Businesses need to meet or exceed these customer expectations.

Service is praised or criticized because of expectations.

After all, when do you hear people bring up customer service? Unless they are asked about it specifically, then they talk about it only when the service exceeds expectations or does not meet expectations. If service meets expectations, it’s doing what’s expected and won’t receive any praise or criticism

Great customer service and poor customer service are the two extremes that get talked about. Good customer service doesn’t.

You may be thinking:

“When I go to a business, I certainly don’t have any particular expectations. I treat each business as a unique experience that’s separate from anything else.”

Zappos is another example of a business where customers are willing to pay more for premium service. It is one of the most successful e-commerce companies, and it certainly doesn’t compete on price. The experience and service that customers receive with Zappos make it successful and attract customers who are willing to pay more.