What is the problem associated with service quality standards such as "be nice" or "do what the customers want"?

a. They create low expectations.

b. They are not specific.

c. They do not allow for the voice-of-customer process.

d. Most employees are unwilling to do what customers want.

e. They create a delivery gap.

Question

Business

Damion French

24 February, 19:11

What is the problem associated with service quality standards such as "be nice" or "do what the customers want"?

a. They create low expectations.

b. They are not specific.

c. They do not allow for the voice-of-customer process.

d. Most employees are unwilling to do what customers want.

e. They create a delivery gap.

+2

Answers (1)

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Jazz · Answer 1

b. They are not specific

Explanation:

The main problem with service quality standards such as "be nice" or "do what the customers want" is that they are not specific. An individual may think that they are being nice, while another person may take that behavior as being sarcastic or "having an attitude". The same goes for "do what the customer wants" since there are things that an employee is not allowed to do at all.