Anthony Is a Purchasing Agent for a Hospital

question 61

Multiple Choice

Anthony is a purchasing agent for a hospital. One day the hospital receives a shipment from of its suppliers with several items are missing. Anthony calls the supplier and talks to a customer service representative who is very friendly and helpful. Anthony calls the supplier again the next day but talks to a different customer service representative. This customer service representative is not as friendly and not as helpful. Which of the following describes the problem the supplier has with customer service?

• A) Customer service people are hard to train.
• B) The quality of the service provided is inconsistent across customer service agents.
• C) The first customers service agent set an unrealistic expectation.
• D) The second customer service agent needs more training.
• E) None of the above.

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Definitions:

Wealthy People

Individuals possessing a significant amount of capital, assets, or resources, well above the financial average of the general population.

Ill-Gotten Gains

Profits or benefits acquired dishonestly or through unethical means.

Just-World Phenomenon

A cognitive bias that leads individuals to believe that the world is inherently fair, leading them to rationalize an unwarranted, good or bad situation as deserving.

Natural Disaster

Severe, catastrophic events resulting from natural processes of the Earth, such as earthquakes, floods, hurricanes, and volcanic eruptions.