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https://quizlet.com/61585755/retail-test-part-6-flash-cards/
To reduce the delivery gap, retailers need to: provide employees with necessary skills and knowledge to be able to perform their jobs. The training of employees in how to deal with people, provide better assistance to customers, and explain the use of complex products to potential customers reduces the _____ gap.
https://quizlet.com/135501359/rcsc-400-practice-questions-flash-cards/
How can retailers reduce the delivery gap? Provide employees with the necessary skills and knowledge Customer satisfaction is affected by the amount of time it takes to get a question answered or a problem resolved.
https://quizlet.com/62571112/ch18-flash-cards/
To reduce the delivery gap, retailers need to: A. avoid empowering its employees B. provide service that meet minimal standards to meet minimal obligations to vendors C. utilize a list of customer contacts to notify them of upcoming events
https://quizlet.com/208479251/chapter-18-flash-cards/
To reduce the delivery gap, retailers need to: A. avoid empowering their front-line employees. B. always assume they know what the customer is complaining about. C. encourage store employees to have an antagonistic attitude toward customer complaints. D. provide instrumental and emotional support to employees. E.
https://www.slideshare.net/zee_kid/retailers-delivery-gap-presentation
Dec 11, 2008 · CUSTOMER SERVICE Delivery Gap Slideshare uses cookies to improve functionality and performance, and to provide you with relevant advertising. If you continue browsing the site, you agree to the use of cookies on this website.
http://www.yourarticlelibrary.com/retailing/gaps-model-for-improving-service-quality-4-models/48351
In order to close or reduce the service gap and deliver services that exceeds the set standards, retailers can focus on the following areas: (i) Providing necessary knowledge and skills to employees concerned (ii) Explaining standards and staff roles so that they possess and commit to quality (iii) Regular monitoring and motivation of staff
https://expertprogrammanagement.com/2018/03/gap-model-service-quality/
According to the Gap Model of Service Quality, the only way to close the customer gap is to close the other 4 gaps in the model. The extent to which one or more of these four gaps exist will determine the extent to which customer perceived quality falls short of their expectation.
https://brainmates.com.au/brainrants/the-customer-service-gap-model/
The Delivery Gap: The Gap between Service Quality Specification and Service Delivery. This gap exposes the weakness in employee performance. Organisations with a Delivery Gap may specify the service required to support consumers but have subsequently failed to train their employees, put good processes and guidelines in action.
https://quizlet.com/41766204/ch-18-customer-service-flash-cards/
set of activities and programs to make the shopping experience more rewarding for customers and increase the value customers recieve. examples of customer service. extend credit, delivery, free shipping, shipping to store or home address, easy returns, online …
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