The Customer Service Representatives at G

question 135

Multiple Choice

The customer service representatives at G.K.'s customer service center must know as much about the products as possible, so that they can help the customers solve their difficulties without sounding hesitant or unsure of themselves. Which of the following determinants of service quality are they being asked to demonstrate?

• A) responsiveness
• B) assurance
• C) empathy
• D) reliability
• E) tangibility

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Definitions:

Guinness Book

Refers to the "Guinness World Records," a reference book published annually, listing world records both of human achievements and the extremes of the natural world.

Topic Sentence

The introductory sentence in a paragraph that summarizes the main idea or point.

Open-Heart Surgery

A type of surgical procedure performed on the muscles, valves, or arteries of the heart requiring the chest to be opened.

Provident Hospital

A healthcare institution, potentially notable for its service or historical significance in a particular region.