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