Debbie Spoke to the Customer Service Representative at Sprint Cellular

question 119

Essay

Debbie spoke to the customer service representative at Sprint Cellular and was told her text messages would be unlimited on her plan.However,when she got her bill,she had been charged extra for text messages.She called the company back and was told that since she didn't record the conversation,they couldn't verify what she was told and she'd have to pay the bill.Explain which service gap(s)occurred in this instance.

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Definitions:

Checklist

A list of items or tasks to be checked or completed, used as a reminder or for systematic verification.

Structured Interview

A systematic interviewing method where all candidates are asked the same predetermined questions in the same order to ensure comparability of data.

Transformational Leadership

A style of leadership where the leader works with their team to identify needed change, creating a vision to guide the change through inspiration, and executing the change in tandem with committed members of the group.

360-Degree Feedback

A performance appraisal system where an employee receives confidential, anonymous feedback from multiple sources such as peers, subordinates, and supervisors.