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The GAP analysis model (GAM) is a model that allows you to evaluate critical problems in customer service and find a strategic approach to solve them. Typically GAM includes communication issues that result in a lack of customer satisfaction. The problem of a lack of competent communication regarding customer service can lead to a loss of customers and, as a result, a decrease in revenue and income. The solution to such problems lies in improving the skills of service delivery personnel.
If a customer does not receive the ordered service in its entirety, he has a question as to why service advertising presents it as high quality. The gap between the client’s expectations and the results they receive stems from the inability of administrators and managers to train staff to communicate information about the service properly. One strategy for bridging the gap between service delivery and presentation is staff training. Training and professional development should be conducted through hotel service theories, where mistakes are parsed, and current trends in service delivery are discussed (Cassidy, 2022).
In addition, a practical block is critically necessary so that staff can apply what they have just learned and consolidate it in their future work. Practical training can consist of observing service that is always up to par. Training of one’s skills should also be included: testing knowledge in a new small business or closed training sessions with mystery guests and managers. Communication (clarifying, agreeing, and building a dialogue with the client and/or manager) will bridge the gap between expectations of the service and its actual delivery.
GAM model allows one to assess the presence of gaps in communication in the hospitality industry. The most common gap is the gap between the presentation of a service and its actual delivery. Conducting training, which includes theoretical and practical blocks, will help staff learn how to present the service properly. In addition, advanced training will help to communicate appropriately with the client and develop trusting relationships.
Reference
Cassidy, L. (2022). Customer support: Bridge the expectation gap in 2022. Intercom. Web.
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