The Customer Service Representatives at a Call Center Have Been

question 70

Multiple Choice

The customer service representatives at a call center have been asked to handle each call within five minutes. A recent customer survey by the company revealed that customers appreciate it when employees take the time to answer their questions fully and listen to their grievances. What kind of service gap is apparent here?

• A) gap between perceived service and expected service
• B) gap between service delivery and external communications
• C) gap between service-quality specifications and service delivery
• D) gap between management perception and service-quality specification
• E) gap between consumer expectation and management perception

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Definitions:

GAAP

Generally Accepted Accounting Principles, a set of rules encompassing the details, complexities, and legalities of business and corporate accounting.

U.S. Standards

This can refer to various official norms and regulations established by organizations and government agencies in the United States spanning different industries and areas such as accounting, safety, and quality.

GAAP

Generally Accepted Accounting Principles; these are the standard set of accounting rules, standards, and procedures that companies use to compile their financial statements in the United States.

IFRS

International Financial Reporting Standards, a set of accounting guidelines that govern how financial statements should be reported around the world.