Professional Documents
Culture Documents
Customer Expectations
Customer Expectations
• Service Expectations
Knowing what the customer expects is the first and possibly most
critical step in delivering good quality service.
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Meaning and types of service expectations
Note how important the expectation you held will be to your
eventual assessment of the restaurant’s performance.
Suppose you went into the restaurant for which you held the
minimum tolerable expectation, paid very little money and were
served immediately with good food.
Next suppose that you went to the restaurant for which you had
the highest (ideal) expectations, paid a lot of money and were
served good (but not fantastic) food.