GAPS Model Flashcards
Understand the gaps model
1
Q
Which are the gaps?
A
Listening, service design and standard, service performance, communication
2
Q
Listening gap
A
NOT knowing what customer wants
3
Q
Service design and standard gap
A
NOT designing the service to meet customer expectation
4
Q
Service performance gap
A
NOT delivering to service design and standards
5
Q
Communication gap
A
NOT matching performance to promises
