For a full-time college student, which of the following moments of truth exemplifies the customer's standard expectations?
A) Your advisor made you wait, even though you had an appointment.
B) You had to visit more than once to reach your academic advisor.
C) Your advisor was competent, helpful, and understanding.
D) Your advisor failed to keep her appointment with you.
E) Your advisor offered to work with you after regular work hours.

Question

Quizplus · Accepted Answer

The customer's standard expectations in this scenario would be to have a competent, helpful, and understanding academic advisor. This should be the baseline expectation for any student seeking academic advice. While the other moments of truth - waiting for an appointment, having to visit more than once, advisor failing to keep their appointment, or offering to work after hours - may impact the customer experience, they are not the standard expectations.

For a Full-Time College Student, Which of the Following Moments