Customer service gaps
A major challenge for service companies is to bridge the gap between customer expectations and service provision. This is actually extremely difficult to achieve as there is little reward for over delivery when the expectation is low but potential for a massive back-clash when the service levels are judged to be insufficient in the eyes of customers. This may result in a dramatic misallocation of resources which can cost companies much in terms of lost sales. The solution has to be to think hard about the service design, to relax rigid procedures and to introduce flexibility in the customer service provision by placing more reliance on employees.
