Let us now consider some questions from the other side of the desk, that is, from the perspectives of consumers of your service. Recent decades have witnessed a tremendous shift in attitudes in the way consumers expect and accept services. It has changed from an obligatory perspective to the right to have a service. The focus is now not only on the service but also on its quality. Therefore in this age of consumerism, you cannot afford to ignore the consumers of a service. Consumers have the right to ask questions about the quality and effectiveness of the service they are receiving and you, as the service provider, have an obligation to answer their questions. Some of the questions that a consumer may ask are: