In the Customer Support Center Where Carl Works, Employees Are

question 62

Essay

In the customer support center where Carl works, employees are taught to make conversation to put customers at their 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?

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Definitions:

Exaggerated Claims

Statements that stretch the truth or make something seem more important or serious than it actually is.

Contract

A legal contract made between two or more parties, which can be upheld in a court of law.

Indemnity

A contractual agreement in which one party agrees to compensate for any losses or damages incurred by another.

Written Commitment

A documented pledge or promise to engage in or refrain from a specified action.