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Customer Expectations of Service

This document discusses customer expectations of service. It begins by defining customer expectations as beliefs about service delivery that function as standards against which performance is judged. It then lists 14 things customers want from service, such as competent and efficient service, explanations in terms they can understand, and respect. The document also notes that telecom users expect continuous reductions in tariffs as well as reliable, high-quality service. It identifies two types of expectations: desired service and adequate service. It introduces the concept of a "zone of tolerance" and says customers' tolerance can vary depending on how important a service attribute is to them. The document concludes by listing several uncontrollable factors that can influence customer expectations of service.

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113 views

Customer Expectations of Service

This document discusses customer expectations of service. It begins by defining customer expectations as beliefs about service delivery that function as standards against which performance is judged. It then lists 14 things customers want from service, such as competent and efficient service, explanations in terms they can understand, and respect. The document also notes that telecom users expect continuous reductions in tariffs as well as reliable, high-quality service. It identifies two types of expectations: desired service and adequate service. It introduces the concept of a "zone of tolerance" and says customers' tolerance can vary depending on how important a service attribute is to them. The document concludes by listing several uncontrollable factors that can influence customer expectations of service.

Uploaded by

9986212378
Copyright
© Attribution Non-Commercial (BY-NC)
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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CUSTOMER EXPECTATIONS OF SERVICE

MEANING
Customer expectations are beliefs about service delivery that function as standards or reference points against which performance is judged.

What Do Customers Want, Anyway?

When I'm a Customer, I Want . . .


1. 2. 3. 4. 5. 6. 7. 8. 9. To be taken seriously Competent, efficient service Anticipation of my needs Explanations in my terms Basic courtesies To be informed of the options To be listened to (and heard) Dedicated attention Knowledgeable help

Contd..
10. To be kept informed 11. Follow-through 12. Honesty 13. Professional service 14. Respect

Expectations of Telecom users.

Continuous reduction in tariff. Moreover, reliability and quality of service are as important as affordability.

TYPES OF EXPECTATIONS ABOUT SERVICE

1. Desired Service
2. Adequate Service

ZONE OF TOLERANCE
The extent to which customers recognize and are willing to accept the variation When it falls outside the zone (either very low or very high), the service gets the customers attention in either a positive or negative way.

Customers tolerance zones also vary for different service attributes. The more important the factor, the narrower the zone of tolerance.

FACTORS THAT INFLUENCE CUSTOMER EXPECTATIONS OF SERVICE


Many uncontrollable factors like
Experience of the customers with other companies. Psychological state of the customer at the time of service. His/her previous experience with that same marketer Various kinds of promises made in advertisements. Influencers (who had experienced before)

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