School of Business and ManagementBM224 Customer ServiceGroup Assignment Title: Gaps of Model of QualityLecturer: Mr Foo Sek YangSubmission Date: 8th June 2018Group Members:Nur Ain Fatihah B1701103004Ooi En Qi B1704103002Lau Ying B1704101005Tan Tee Sin B1606101007Eugene Lim Eu Gene B1606103006
CONTENTSNo.TitlePages1Abstract32Introduction43Limitations54Company Background6-95 Problem Statement6Objective10-117 Methodology12-148Results and Findings15-179Conclusion and Summary1810References19AbstractWith the regularly expanding number of enterprises and organizations, client benefit is getting to
be more imperative every day. In spite of the fact that client benefit is only a little aspect of a organization, it assumes a noteworthy part in an organization. A decent client administration will enable an organization to have an edge over its rivals and give a more elevated amount of fulfillment to its clients. In each client benefit, there will bound to be holes or imperfections in itsadministration. These holes incorporate client desires and client recognitions from the clients' side. Tuning in, benefit outline and standard, benefit execution, and correspondence holes will beon the organization's side. In this assignment, we will be writing and listing about what the gaps model of customer serviceis and its purpose in customer service. The company that we have chosen is telecommunication service provider that is blue in colour, Celcom. An overview and objectives of the company will also be included in this assignment.IntroductionCustomer Service has been a piece of our regular day to day existence as far as we could recollect. From feasting in an eatery to calling an organization to grumble about its items, it's all piece of client benefit. In any given association, customer service is one of the regions that an
association will continually endeavor to progress. There are approaches to recuperate a slip-up in customer service, it will ordinarily not be as great as before any longer. Individuals' view of the organization will change if there was extremely a calamity that occurred in an organization. That recognition is generally extremely hard to change the same number of individuals confidence in the maxim of "once beaten and twice bashful" unless the organization can give exceptionally tempting offers like enormous rebates or remuneration for misfortunes. However, regardless of the amount we can discuss client benefit, individuals will dependably askthis million dollar question which is; "The thing that does it take to have and keep up a decent client benefit?" The reply to this inquiry is somewhat straightforward yet difficult in the meantime. It is straightforward as far as only saying and composing it yet difficult as far as doingand achieving it as it is continuously simpler said than done. The appropriate response we trust, lies in the way how an organization treats and organizes its clients. A client first approach will dependably be the best approach in any sort of industry.