2. What are customer expectations, and how have they
changed?
By definition, customer expectations are any set of
behaviors or actions that individuals anticipate when
interacting with a company.
Historically, customers have expected basics like quality
service and fair pricing — but modern customers have
much higher expectations, such as proactive service
3. 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.
4. Why Understanding Expectations Is
Crucial For Customer Service
• 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.
5. Why Understanding Expectations Is
Crucial For Customer Service
Great customer service and poor customer
service are the two extremes that get talked
about.
Good customer service doesn’t.
