Explain how the gap between service quality standards and customer expectations can occur. How can it be avoided?
What will be an ideal response?
This gap occurs when a company makes an exaggerated promise or does not accurately describe its service to customers. Service providers should communicate exactly what the customer can expect and what will happen if the company does not deliver on its promises.
Business
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________ are based on people's fears and anxieties
A) Pipe dreams B) Bogie rumors C) Wedge drivers D) Home-stretchers
Business
To create messages that are powerful, how should sentences be structured?
A) With a variety of connotative words B) With the right mix of jargon and buzzwords C) With the best sentence type chosen to communicate each point you want to make D) As strong sentences that utilize clichés E) As a series of concrete ideas
Business