The Customer Service Representatives at a Call Center Have Been

question 14

Multiple Choice

The customer service representatives at a call center have been asked to handle each call in not more than five minutes. A recent customer survey by the company revealed that customers appreciate it when employees take the time to answer their questions fully and listen to their grievances. 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:

Quicker Purchases

The process or strategy designed to accelerate the buying process, often through technology or streamlined operations.

Goodwill

An intangible asset that arises when a company is acquired for more than its fair market value, reflecting the brand's reputation and customer relations.

Outdoor Advertising

A form of advertising that reaches consumers while they are outside their homes, such as billboards, transit posters, and digital signage.

Exposure Time

The duration for which a target audience is exposed to a particular advertisement or marketing message.