Question

The customer service representatives at a call center have been asked to handle each call within five minutes. a recent customer survey by the company revealed that customers appreciate it when employees take the time to answer their questions fully and listen to their grievances. what kind of service gap is apparent here?

Answer 1

The gap that exist is considered as a gap between "client's expectation and management's perception." The clients expectation is not the same as management's perception of what the quality service should be