TABLE OF CONTENTS The goals of this activity are
to emphasize the importance of customer expectations
to recognize how expectations are formed
to define categories of expectations.
| CD | The materials needed for this activity are |
| PowerPoint Item | PowerPoint slides: Customer Perceptions' (slide 4), Service Levels' (slide 5), Fantastic Service (slide 6), Desires' (slide 7), Five Expectation Categories' (slide 8), Service Outcome and Process (slides 9 and 10) |
Assessment 12-1: Customer Expectations
| Handout | Handout 13-1: Categories of Customer Expectations |
flipchart and marking pen.
35 minutes, or 50 minutes with additional exercise
Explain that this is an exercise that focuses on specific external customer expectations.
Show the Customer Perceptions slide.
Explain, Usually customers come in with preconceived notions or predictions about what service will be like. Whether those expectations are fulfilled influences how they perceive the quality of service delivered, whether they will come back, and whether they will speak favourably or unfavourably to others about the organization. This all translates into money.
Show the Service Levels slide. Ask the following questions:
What kind of word-of-mouth advertising would you expect in each of the four levels?
What consequence would word-of-mouth have on the organization?
Show the Fantastic Service and Desires slides. Explain that in this programme participants will be working to provide fantastic service.
Distribute Assessment 12-1: Customer Expectations. Explain that the assessment should reflect participants' views of external customers' desired expectations.
Give the group five minutes to fill out the assessment. When everyone is done,...
