Customer Expectations
Service standards are the business’ baseline L __ __ __ __ of customer service that must be delivered.
level
Service standards make sure the level of service is always the s __ __ __, which builds t __ __ __ __, and eventually L __ __ __ __ __ __.
Same
Trust
Loyalty
Customers form expectations by:
their previous e __ __ __ __ __ __ __ __ __,
relying on r __ __ __ __ __ __ __ they have done,
comparing with c __ __ __ __ __ __ __ __ __ __.
Experience
Research
Competitors