How your customer wants to be treated and what expectations they have going into a customer service experience.
Expectations are often formed before the customer reaches you directly because of your reputation, what they have read about you online, and how family and friends have been treated in the past.
Customer expectations are reinforced positively and negatively during and after a service experience, which means that it’s in everyone’s best interest at an organization to be constantly improving and exceeding expectations. But be realistic. Set expectations that your team can actually achieve.