Customer/ Provider Gaps

Welcome to Lesson 13 of Excellence in Customer Service: Customer / Provider Gaps. In this lesson, you will explore the Customer Gap Model and examine the key gaps that can occur between customers and service providers. The session discusses the causes of service gaps, their impact on customer satisfaction, and practical strategies organizations can use to identify, close, and prevent these gaps in order to deliver consistent service excellence. 👩🏾‍🏫 Lecturer: Dr. Claudia Nyarko Mensah (CNM) 📚 Course: Excellence in Customer Service 🏛️ University of Skills Training and Entrepreneurial Development (USTED)