Analyse the following customer satisfaction problem using The quality gaps model from page 68 to 70 in the text book.
This is the model by parasuraman, zeithami and berry
The customer satisfaction problem is the following
As a department we take on average 3000 calls per week with 23% of them been incorrectly directed or transferred to the agents having a negative effect on customer journey. The relationship between Sky and our customers ultimately suffers and the exchange is mutually unsatisfactory
2 pages / 550 words
Try it now!
How it works?
Follow these simple steps to get your paper done
Place your order
Fill in the order form and provide all details of your assignment.
Proceed with the payment
Choose the payment system that suits you most.
Receive the final file
Once your paper is ready, we will email it to you.