When considering the purchase of a new mobile phone plan, Nameeta spoke to a customer service representative at a Telstra store. The representative told Nameeta that her text messages would be unlimited on the new plan if she signed up that day. However, when she got her first bill, she had been charged for extra text messages. She called Telstra back and was told that as the conversation was not recorded for training purposes, they could not verify what the representative had advised and therefore she would have to pay the bill. Identify and then explain which three service gaps occurred in this instance.

(6 marks)

Part B: When visiting a museum, Desiree and her children expected to find knowledgeable museum guides who would be able to give them historical and factual information about the museum's collections and special exhibitions. However, on the day they attended they did not locate any trained museum guides, only printed maps, and the team member they did find, gave them incorrect and inaccurate information. They left the museum and completed an online feedback form complaining about their visit. Imagine you have just been appointed as the new Marketing Manager for the museum. Please identify and then explain which gaps occurred in this service experience and how could they had been avoided.