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Service Blueprint (JN180332)

The document outlines four provider gaps that can occur when providing car service: [1] the listening gap where mechanics do not fully understand customer concerns before reacting; [2] the design gap where staffing levels do not match the promised service level; [3] the performance gap where online and call center departments do not properly coordinate to resolve customer issues; [4] the communication gap where expectations are not properly managed. The document stresses the importance of fully understanding customer needs, having appropriate staffing, coordinating across departments, and clearly communicating with customers.

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Shruti Suman Middha
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87 views2 pages

Service Blueprint (JN180332)

The document outlines four provider gaps that can occur when providing car service: [1] the listening gap where mechanics do not fully understand customer concerns before reacting; [2] the design gap where staffing levels do not match the promised service level; [3] the performance gap where online and call center departments do not properly coordinate to resolve customer issues; [4] the communication gap where expectations are not properly managed. The document stresses the importance of fully understanding customer needs, having appropriate staffing, coordinating across departments, and clearly communicating with customers.

Uploaded by

Shruti Suman Middha
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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SERVICE BLUEPRINT

SHRUTI MIDDHA | PGDM (C) | JN180332 | 19-08-2019

Submitted to: Prof Ajay Bansal

1. “Provider Gap 1: The listening Gap/Knowledge Gap

When the customer arrives at the Car service center, most assistants or mechanics make the
mistake of reacting too quickly without understanding the exact concerns the customer is
raising. Asking the customer, the right questions whenever he or she confronts you with an
issue will give you a chance to dig deeper into the issue and succeed in your service recovery
efforts.

2. Provider gap 2: Design gap/Policy Gap

There could be inappropriate no. of mechanics or staff availability. But the service center
claims to meet up to 100% service level.

Service recovery: Beginning your response to a customer service situation by telling the
customer what you can’t do and why you can’t do it is not an effective recovery strategy
because it makes the customer feel trapped and unappreciated.

3. Provider gap 3: Performance Gap/Delivery Gap

For example, if the customer complains through your website’s online chat, the problem
should be dealt with there first. If it can’t be solved, it must be transferred with all the details
to the call center department.

Knowing the problem and causes, the call center operator can focus on the best solution for
both the customer and the company.

4. Provider gap 4: Communication Gap

The Customer will want to have the highest quality service and repair work on their vehicles.”

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