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:

Historical Costs

The original monetary value of an asset or liability, without adjusting for inflation or changes in market value.

Economic Resources

Assets owned by businesses or individuals that have the ability to produce value or generate income in the future.

Balance Sheet

A report showing a business's assets, debts, and owner's equity on a particular date.

Long-Term Liabilities

Company debts that are payable beyond a year from now.