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Understand how to exceed customer expectations

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Question 1 of 5

Customer expectations are formed by:

Advertising

Choice of service

Delivery costs

The customer journey

The service offer is the:

Marketing of the service

Extent of the service

Customer service policy

Cost of the service

Which one of the following will not add value to a service offer?

Dress code

Access to helpdesk

Flight upgrade

Extending a guarantee

In order to build added value into the service offer, the organisation must:

Change packaging

Appoint more staff

Listen to customer feedback

Market new products

Which three of the below do customers have expectations about?

Regulations

Price

Social media

Service

Quality

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