Final answer:
Customer service encompasses meeting and exceeding customer expectations through efficient and courteous assistance. This can result in improving business processes and customer satisfaction, as exemplified by the improved service process at Gavi's Fast Food Restaurant.
Step-by-step explanation:
The definition of customer service in terms of the assistance and courtesy granted to those who patronize a business includes the word expectation. Customer service is about meeting and exceeding the expectations of the customer to ensure a positive experience with the business. It involves a process of understanding customer needs, providing helpful assistance, and maintaining a courteous demeanor.
For example, when a lunch-hour manager at Gavi's Fast Food Restaurant received complaints about the confusing payment line system, the manager took initiative to resolve this issue promptly and efficiently. By introducing floor markings to guide customers, the manager improved the service process and exceeded customer expectations, leading to a positive outcome both for the customers and the staff.