Customers with high expectations make a business better. The secret is to use a customer’s high expectations as an opportunity to maximize customer retention and improve service. In this assignment, consider how companies turn high expectations into exceptional customer service.

Refer to Chapter 3 in The World of Customer Service as you complete this assignment.

Review the What Do You Think Now? Project 3.1 on page 53.
Answer each of the following questions, writing one to two paragraphs for each:
What are sure-fire techniques for providing superior customer service?
What situations and practices might provide easy traps for inferior customer service?
How can you maximize a customer’s expectations and perceptions about the customer service your company provides?
How does exceptional customer service generate customer loyalty?

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