CHAPTER 5: HOW TO ALIGN EXPECTATIONS AND AGREE SERVICE DETAILS
This chapter is focused on step 4 of the customer journey: agree.
Key topics include:
• How to plan for value co-creation;
• How to negotiate and agree service utility, warranty and experience; and
• How the service level management practice contributes to service expectation management.
The agree step aligns expectations and ensures a shared view of the service scope and quality between provider and consumer. Agree may include contractual agreement with involvement from stakeholders including legal and procurement teams. Agreed targets will be reviewed over time as the service evolves and customer needs change.
Table 33 shows more information on the purpose of aligning expectations ...
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