The Customer Service Representatives at G

question 46

Multiple Choice

The customer service representatives at G.K.'s customer service center must know as much about the products as possible, so that they can help customers solve their difficulties without sounding hesitant or unsure of themselves. Which of the following determinants of service quality are they being asked to demonstrate?

• A) responsiveness
• B) assurance
• C) empathy
• D) reliability
• E) tangibility

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Definitions:

Data Analytics

The examination of data sets to draw conclusions and insights, often using specialized systems and software, to inform decision-making.

Sentiment Analysis

A method in data analysis that identifies and categorizes opinions or emotions within text data to determine the writer's or speaker's attitude towards a particular topic.

Coverage Error

A statistical error that occurs when some members of the target population are not adequately represented in the sample.

Echo Effect

The phenomenon where information, ideas, or beliefs are reinforced through repetition within a closed system, limiting exposure to diverse viewpoints.