Service quality is defined in terms of the customer’s perception of how well your services meet his or her expectations. Simple, right? But wait, aren’t expectations always changing? What do customers expect? This can seem like a daunting challenge for those of us designing and managing customer services. The good news is identifying customer expectations is not the hit-or-miss guesswork it might appear to be.

You can learn more about customer expectations in the video below from my LinkedIn Learning course Quality Standards in Customer Service.

Customer expectations of service delivery from Quality Standards in Customer Service by Brad Cleveland