Question

Provider ______ is the difference between company understanding of customer expectations and the development of customer-driven service designs and standards.

Answer 1

Answer: Gap 1

Explanation:

The Gap model is used to better understand the problems involved in delivering superior services to customers which can then be overcome for better customer service.

There are 4 gaps and the relevant one here is Gap 1 which is the Listening Gap. Gap 1 is the difference between company understanding of customer expectations and the development of customer-driven service designs and standards.

This Gap is very important to note because the company cannot deliver to its customers effectively if it does not understand what they want in the first place.