Douglas decided to order a Deluxe Werewolf mask from a catalog and called the toll-free number. Although the call was answered immediately, the operator took Douglas's information and transferred the call twice to different departments. What bothered Douglas was that he had to repeat his contact information and customer ID number to different operators. The first operator was not trained to handle customer queries. What type of service gap did Douglas encounter?
A) Knowledge gap
B) Standards gap
C) Research gap
D) Communication gap
E) Delivery gap

Question

Quizplus · Accepted Answer

To reduce the delivery gap and provide service that exceeds standards, retailers must give service providers the necessary information and training, empower employees to act in the customers' and firm's best interests, provide instrumental and emotional support, provide appropriate incentives, improve internal communications, and use technology.

Douglas Decided to Order a Deluxe Werewolf Mask from a Catalog