Question

A service strategy in which service providers strive for excellent customer service and satisfaction by doing more than they say they will do for the customer or exceeding customer expectations?

Answer 1

Businesses aim to exceed customer expectations by offering more than what is promised, including money-back guarantees, warranties, and even unstated guarantees to deliver excellent customer service.

Step-by-step explanation:

The strategy you're referring to is a customer service philosophy that aims for exceeding customer expectations. This approach entails doing more for the customer than what has been promised, thereby ensuring an exceptional level of service that might lead to positive feedback, customer loyalty, and word-of-mouth promotion. Firms implement various tactics to over-deliver such as offering money-back guarantees, warranties, and flexible service contracts as explicit reassurance to customers. Even without explicit policies, some businesses such as movie theaters and restaurants may still provide unstated guarantees like refunding a ticket or allowing customers to exchange dishes to maintain customer satisfaction.