Match the "service gap" category to the example that might fall in that category.

Customer service

employees with poor

training or bad

interpersonal skills will

often cause issues in this

area.

Technology has been used to augment services in this

area. For example, offering

services via Zoom $($instead

of just a phone call$),$ providing immediate cash

withdrawals with an ATM

at a bank, or a doctor using

robotic$-$assisted surgery to provide minimally invasive services for patients.

The old$-$fashioned phrase "Under promise, overdeliver" relates well to this category. We should only tell customers realistic expectations. For example, when we have package tracking on deliveries, we expect accurate delivery times to be shared with customers.

Giving customers what they actually want. Often helped by understanding the customer's expectations, this area is often measured by the "zone of tolerance".