In the Customer Support Center Where Carl Works, Employees Are

question 118

Essay

In the customer support center where Carl works, employees are taught to make conversation to put customers at ease. As customers don't like being kept waiting, they must also try to minimize the time that customers spend waiting for service. Thus, when there are a number of customers lined up, Carl usually has to decide whether to answer a customer's questions in detail or move on quickly to the next customer. The firm's standards are not clear on how they want him to perform. When asked, his boss answers, "You make the decision." This is an example of which service-quality gap?

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Definitions:

Antilock Brakes

A safety system in vehicles that prevents the wheels from locking up and skidding during braking.

Airbags

Airbags are safety devices in vehicles designed to inflate rapidly in the event of a collision, to prevent occupants from striking the interior of the car or each other, thereby reducing injuries.

Progressive Insurance

An insurance company that offers policies for vehicles, property, and other personal assets, known for offering customized coverage options.

Driving Patterns

The behaviors and habits of drivers, including speed, routes taken, and times of travel, which can impact fuel consumption, traffic flow, and road safety.