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:

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