Question

2. Give an example of a service experience in which you participated, or witnessed, that was good or excellent because of the presence of an expert customer?. What did the customer say, or do, to identify them as an expert consumer of the service? What happened, or didn't happen, in the delivery of the service because the consumer was an expert? How did the consumer's expertise impact their perception of the service? How did the consumer's expertise impact other customers in the business?

Answer 1

Let me share one service experience where I have participated, I worked on serving the customer in health area, however, the customer had good expertise and knowledge in health domain, here, such customer will note every words of the service provider, keep their observation and they could perform research based on every data as recorded by the customer.

It could be seen that customer started to put their observation on several area like what is presented by service provider, how they are presenting, what are the suggestions as given by service providers, here, Expert customer will do their own research and validate each data before taking the services, Expert customer could take time and do their independent workout to understand whether they should take that service or not.

Further, according to my view, every customer should have minimum knowledge about the product features, information, side effect of the product, they should review the product in reality, if consumer has good decision making role and they could take necessary knowledge before taking the product that could reduce various quality issues in the market. Service will face a challenge to provide best services to their customer.

Due to knowledge and expertise of customer, they could put their strong review about the product and services on several platforms like Internet –social media, news paper, and complaint forum, hence, other customers will look at such review and their decision making will be influenced by the review of expert customer.