How Customers Perceive Service

Customers perceive service in terms of the quality of the service and the satisfaction they derive from the overall experience. A company puts its image on the line even in the most casual of encounters with customers. Whenever an employee meets a customer (internal or external), s/he creates an impression that can determine whether or not the customer will continue to do business with the organisation. Each meeting/encounter is a vital moment to win or lose business, based on how the company is perceived in terms of service and quality.