15: Customer Service Strategies Last updated Mar 16, 2021 Save as PDF 14.18: Marketing Communication Program (SMART) 15.1: Why It Matters- Customer Service Strategies Page ID44973 ( \newcommand{\kernel}{\mathrm{null}\,}\) 15.1: Why It Matters- Customer Service Strategies15.2: Introduction to Customer Service Strategies15.3: Customer Service15.4: Customer Profiles15.5: Offered Services15.6: Personalized vs. Standardized Service15.7: Introduction to the Customer Evaluation Process15.8: Perception vs. Expectation15.9: Service Quality Perceptions15.10: Customer Expectations15.11: Introduction to the Gap Model of Service Quality15.12: Gap 1- Customer Expectation vs. Management Perception15.13: Gap 2- Management Perception vs. Quality Specifications15.14: Gap 3- Quality Specifications vs. Service Delivery15.15: Gap 4- Service Delivery vs. External Communications15.16: Gap 5- Actual Performance vs. Perceived Service Gap15.17: Putting It Together- Customer Service Strategies15.18: Discussion- Customer Service Strategies