Question: Video Link : FedEx: Excellence in Customer Service- https://www.viddler.com/embed/55dcd635 (Please copy the video link and put it in google watch for 5 minutes then answer)

Video Link:

FedEx: Excellence in Customer Service- https://www.viddler.com/embed/55dcd635

(Please copy the video link and put it in google watch for 5 minutes then answer)

9.3 Test your Knowledge (Question):

Discussion Question #1: The video states that FedEx knows how important it is to understand customers expectations. Which gap in the Gaps Model is FedEx addressing by learning about customer expectations, and what are some key customer expectations FedEx has designed its service to address?

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