1-Explain the difference between a need, a desire, and an expectation?

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2-Give an example of how expectations might differ between various customer types such as:

*Customer Types *Example ofdifferent expectations:

1 Age

2 Economic and social backgrounds

3 Cultural backgrounds

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3 List at least 5 areas where a customer might have specific expectations of an organization

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4 Give at least 2 examples of methods you could use to evaluate customer needs and determine priorities.

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5 Explain why it is important to provide customers with information about available choices.

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6 Sometimes customers will have requests that you are unable to deal with yourself. Explain why this might happen and who you might need to call in for assistance.

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7 Explain the benefits of a sound customer service strategy.

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8 Good communication skills are essential in customer service. List the type of questions that might help you identify customer needs and the type of non-verbal communication you should be aware of.

List the type of questions that might help you identify customer needs.

List the type of non-verbal communication you should be aware of

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9 Effective communication also means using appropriate language levels. Explain what this means.

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10 Most organisations will have specific requirements of staff when delivering a service to customers. List at least 5.