Paraphrase Figure out what exceeding service expectations means to your customers through market research, surveys, or interviews to gather this information. Management should then align their perception with these customer expectations. Interpret the customer expectations into specific, measurable, achievable, relevant, and time-bound (SMART) service standards and performance indicators. For example, if customers expect quick response times, set a specific target for response times. Guarantee that your service delivery processes can meet or exceed the service standards you've set. This might involve training staff, investing in new technology, or redesigning processes to improve efficiency. Communicate clearly with customers about what they can expect from your service. This might involve advertising, sales conversations, or written communications like emails and contracts.Regularly gather feedback from customers about their perceptions of your service. If they perceive that you're exceeding their expectations, you're doing well. If not, identify where the gaps are and work to close them