The Customer Service Representatives at a Call Center Have Been

question 67

Multiple Choice

The customer service representatives at a call center have been asked to handle each call in not more than five minutes. At the same time, they have been asked to answer all customer queries in detail and provide appropriate solutions. 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:

Distribution of Data

The way in which data values are spread or scattered across a range, which can be depicted in various formats like graphs or charts.

Rank Order

A method of arranging items in a sequence, where each item is ranked based on its value or importance.

Shape

A term in statistics and mathematics describing the geometric or visual characteristics of a dataset or distribution, such as symmetry or skewness.

Stem-and-Leaf Display

A graphical method used to display quantitative data where each number is split into a stem (the leading digits) and a leaf (the last digit).