Q213
Services that do not meet customer expectations are called:
A.
service failures
AnswerB.
critical incidents
C.
Servuction failures
D.
service recovery
Answer: Option A
Solution
Answer: Option A
Solution:
Services that do not meet customer expectations are called service failures. A service failure, simply defined, is service performance that fails to meet a customer s expectations. Typically, when a service failure occurs, a customer will expect to be compensated for the inconvenience in the form of any combination of refunds, credits, discounts or apologies.