Anthony Is a Purchasing Agent for a Hospital

question 98

Multiple Choice

Anthony is a purchasing agent for a hospital.One day the hospital receives a shipment from of its suppliers with several items 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 customer 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:

Prototype

An original model or preliminary version of a product from which other forms are developed or copied.

Algorithm

A process or set of rules to be followed in calculations or other problem-solving operations, especially by a computer.

Mental Image

A representation of a sensory experience in the mind, which can be visual, auditory, or related to other senses, even in the absence of external stimuli.

Dialectical Reasoning

A method of argument for resolving disagreement that involves the exchange of arguments and counter-arguments, aiming to find the truth through reasoned dialogue.