15: Customer Service Strategies Last updated Save as PDF Page ID 44973 15.1: Why It Matters- Customer Service Strategies 15.2: Introduction to Customer Service Strategies 15.3: Customer Service 15.4: Customer Profiles 15.5: Offered Services 15.6: Personalized vs. Standardized Service 15.7: Introduction to the Customer Evaluation Process 15.8: Perception vs. Expectation 15.9: Service Quality Perceptions 15.10: Customer Expectations 15.11: Introduction to the Gap Model of Service Quality 15.12: Gap 1- Customer Expectation vs. Management Perception 15.13: Gap 2- Management Perception vs. Quality Specifications 15.14: Gap 3- Quality Specifications vs. Service Delivery 15.15: Gap 4- Service Delivery vs. External Communications 15.16: Gap 5- Actual Performance vs. Perceived Service Gap 15.17: Putting It Together- Customer Service Strategies 15.18: Discussion- Customer Service Strategies