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?

Acknowledge appropriate attire, hygiene, and immunizations required for safety in a healthcare setting.

Understand the significance of correctly documenting and cleaning to prevent contamination and disease transmission.

Gain an overview of the Global Harmonized System (GHS) for chemical classification and labeling.

Understand the importance and process of reporting unsafe conditions or errors in patient care.

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Definitions:

Social Identity

An individual's sense of who they are based on their group memberships, such as nationality, religion, or social class, which shapes their behaviors and attitudes.

SIDE

The Social Identity model of Deindividuation Effects; a theory explaining how group identity and anonymity can influence behaviors in group settings.

Optimal Distinctiveness

People strive to achieve a balance between conflicting motives for inclusiveness and separateness, expressed in groups as a balance between intragroup differentiation and intragroup homogenisation.

Social Mobility

The ability for individuals or families to move up or down the socioeconomic ladder within a society.