Question: Chapter 2 1. Why is it important to convey credibility to your customer? 2. Explain the five techniques for exceeding customers' expectations. 3. Why do

Chapter 2 1. Why is it important to convey credibility to your customer? 2. Explain the five techniques for exceeding customers' expectations. 3. Why do many people talk about customer service and yet do little to improve its quality? 4. Why should we consider our customers' perceptions? 5. What are some common barriers to customer service? 6. How relevant is the reality that some customers may perceive your service inaccurately? 7. How do primary expectations differ from secondary expectations? 8. Describe an example of a situation where scope of influence hurt or helped your business. 9. What are some techniques for conveying credibility to others? 10. What role do values play in an individual's approach to providing customer service

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