Service quality is defined in terms of the customer’s perception of how well your service meets his or her expectations. Simple, right? Wait a minute, aren’t expectations always changing? What do customers expect?

Learn about the key reason that customer expectations evolve and change. Identify the 10 overarching expectations customers have of service interactions, as well as expectations for tangibles when service is delivered in person.  Continue with the Lynda.com video here.

– submitted by Carmen Gass, User Training Services