the following customer satisfaction problem using The quality gaps model Assignments | Get Paper Help

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

Don't use plagiarized sources. Get Your Custom Essay on
the following customer satisfaction problem using The quality gaps model Assignments | Get Paper Help
Just from $13/Page
Order Essay

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

                                                                                                                        ACME Writers