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?

---

Definitions:

Partial Equity Method

An accounting method where an investment is recorded at cost and adjusted for post-acquisition changes in the investor’s proportion of the investee's net assets.

Outstanding Shares

Outstanding shares refer to the total number of shares of a corporation's stock currently held by all its shareholders, including share blocks held by institutional investors and restricted shares.

Consolidation Worksheet

A tool used in the preparation of consolidated financial statements that helps in combining the financial information of a parent company and its subsidiaries.

Inventory Transfers

The process of moving inventory from one location to another within the same company, affecting stock levels but not the company's overall inventory.