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Understanding SERVQUAL Model and Closing Customer Service Gaps

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Questions and Answers

How can we close Gap 1 in the SERVQUAL model?

Conducting research, including surveys and interviews with students, and analyzing feedback (correct)
Revise service quality standards to reflect student expectations
Improving service delivery by recruiting and retaining customer-centered staff
Setting and communicating customer-centered service standards

What is one way to improve service standards according to the text?

Conducting research and analysis of student expectations
Recruiting and retaining student-customer-centered people
Standardizing repetitive work tasks to ensure consistency and reliability (correct)
Converting feedback into information, insight, and action

How can we improve service delivery according to the text?

Revising service quality standards to reflect student expectations
Conducting research, including surveys and interviews with students, and analyzing feedback
Recruiting and retaining student-customer-centered people (correct)
Setting and communicating customer-centered service standards

What is one action to be taken to close Gap 2 in the SERVQUAL model?

Specify standards that more closely reflect student expectations (D) Signup and view all the answers

What is the purpose of educating staff about customer expectations, perceptions, potential problems, and service recovery?

To improve the student-customer experience (A) Signup and view all the answers

How can decision making be aligned with Gap 4: Meet Your Promises?

By giving staff more discretion in helping students reach their objectives (A) Signup and view all the answers

What is a key strategy mentioned for closing Gap 4: Meet Your Promises?

Making sure advertising content reflects important service characteristics (B) Signup and view all the answers

How can customer perceptions of service delivery be managed?

By getting customers to communicate what they want through feedback after their interaction (B) Signup and view all the answers

What is the purpose of sharing feedback from student-customers with decision-makers?

To influence decisions about service delivery (A) Signup and view all the answers

How can staff contribute to closing Gap 5: Perceptions?

By managing customer expectations and communicating what is and is not possible (B) Signup and view all the answers

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