You are encouraged to conduct external research on TFG to incorporate in your practical examples, with appropriate in-text references.

In a short period of time, the novel coronavirus, Covid-19, has overwhelmed the lives of people around the globe, including South Africans. The Covid-19 situation has forced retailers to rethink what customer care entails and what customer service really means.

How do you think customer expectations have changed since the coronavirus pandemic, and how can organisations meet these expectations? In your answer, refer to the five elements of customer expectation, and include an additional customer expectation element that retailers should keep in mind when they analyse their customers' expectations.