Customer Service Fundamentals – Week 7

Research by Nyquist et al, identified that difficulties between customers and service
providers may occur when (1) There are service failures in the delivery system i.e. the
service is unavailable, slow or unacceptable and (2) Customers have unrealistic
expectations such as unreasonable demands, demands aimed against established
policies, breaking of societal norms etc.

On this blank sheet, provide an example of a situation that would fit each category.

Student Name:
Student Number:

FAILURES IN THE DELIVERY SYSTEM

Category of Difficulty Example

1 Unavailable service E.g. A flight was cancelled due to a snow storm

2 Slow service

3 Unacceptable service

UNREALISTIC CUSTOMER EXPECTATIONS

Category of Difficulty Example

1 Unreasonable Demands

2 Demands against policies E.g. Demanding a refund on a non-refundable

ticket
3 Unacceptable Treatment of
Employees

4 Drunkenness

5 Special Needs

Week 7 Discussion Forum Rubric:

1.5 1.0 0.5 0
1 NA NA Discussion was Discussion was
posted on time posted late
2 NA An accurate An accurate No accurate
example was example was examples were
provided for provided for 1-2 provided
each of the categories in
3 categories Delivery Systems
in Delivery failures.
Systems
failures.
3 An accurate An accurate An accurate No accurate
example was example was example was examples were
provided for all 5 provided for provided for 1 or provided
categories in 3 or 4 of the 2 of the
Unrealistic categories in categories in
Customer Unrealistic Unrealistic
Expectations Customer Customer
Expectations Expectations

Maximum Points to be earned – 3/3