Analyse the following customer satisfaction problem using The quality gaps model from page 68 to 70 in the text book.
Book: This is the model by parasuraman, zeithami and berry
The customer satisfaction problem is the following
As a department we take on average 3000 calls per week with 23% of them been incorrectly directed or transferred to the agents having a negative effect on customer journey. The relationship between Sky and our customers ultimately suffers and the exchange is mutually unsatisfactory