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:

Foreign Bank Account

A bank account located in a country outside of the account holder's country of residence, often used for savings, investments, or international business transactions.

Jurisdiction

The official power to make legal decisions and judgments, often within a specified area or over certain types of cases.

Cyber Crime

A crime that occurs online, in the virtual community of the Internet, as opposed to the physical world.

Immunity

The legal protection against prosecution or liability, often granted to individuals to encourage them to provide evidence or testimony without fear of repercussions.