Final answer:
Customer expectations are the perceptions customers have about the products and services they should receive when they contact an organization or service provider. To manage expectations effectively, organizations need to communicate clearly and set realistic expectations.
Step-by-step explanation:
Perceptions that customers have when they contact an organization or service provider about the kind, level, and quality of products and services they should receive are known as customer expectations.
Customer expectations are based on the information available to them, which can be influenced by factors such as advertising, word-of-mouth recommendations, and past experiences. If a customer's expectations are met or exceeded, they are likely to have a positive perception of the organization or service provider. However, if their expectations are not met, they may feel disappointed or dissatisfied.
To manage customer expectations effectively, organizations and service providers need to communicate clearly about what they can deliver and set realistic expectations. This may involve providing accurate product descriptions, outlining service levels, and being transparent about any limitations or potential issues. By doing so, organizations can strive to meet or exceed customer expectations and build trust and loyalty.