Debbie spoke to the customer service representative at Sprint Cellular and was told her text messages would be unlimited on her plan. However, when she got her bill, she had been charged extra for text messages. She called the company back and was told that since she didn't record the conversation, they couldn't verify what she was told and she'd have to pay the bill. Explain which service gap(s) occurred in this instance.
What will be an ideal response?
This is primarily a communication gap, since the service that was promised was not the one that was provided. It also represents a standards gap, since the customer service reps had different information about what was included in the plan. There was also a delivery gap, which would have been avoided if the second customer service rep had been empowered to extend the text messaging offer to the customer.
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