Project 1

• Excellence in customer service is the objective of all organisations wishing to be successful. However, there is often a gap between customer expectations and management perceptions of customer expectations. Organisations often fail to get close to their customers and correctly read their expectations.Other reasons for customer service problems include:
  • not listening to or collecting information from customers
  • poor, or no, focus on the actualdesignof processes to turn identified customer needs into products andservices
  • gaps between what the organisation intends to produce for its customers and what its systems do actually produce
  • gaps between what the system is intended to deliver for customers and what it actually does deliver
  • cost constraints, or failure to set and meet realistic performance standards, which affect what the organisation can actually deliver
  • poor staff attitudes,traininglevels and working materials
  • gaps between what salespeople promise and the actual service or product quality
  (Zeithaml, ParasuramanBerry 1990)Comment, in approximately 2,000 words, on these statements.