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:

Benchmarking

The practice of comparing business processes and performance metrics to industry bests and best practices from other companies.

Patient Handoff Quality

Refers to the effectiveness, safety, and efficiency of transferring patient care information and responsibility from one healthcare provider to another.

Ferrari Racing

The division of the Ferrari automotive brand dedicated to motorsport, participating in Formula One and other racing competitions.