Tina Is a Customer Service Representative for an Internet Service

question 183

Multiple Choice

Tina is a customer service representative for an Internet service provider.While dealing with elderly customers,Tina takes extra time and effort in explaining to them how to access the Internet,check mails and browse.She understands their point of view,and realizes that they may need more explanation than the tech-savvy,younger generation.By doing so,which of the following variables of service quality is being demonstrated by Tina?

• A) Associability
• B) Tangibles
• C) Empathy
• D) Substitutability

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Definitions:

Strategy

A plan of action designed to achieve a long-term or overall aim.

Operational Effectiveness

Refers to an organization's ability to perform activities more effectively and efficiently than its competitors, leading to superior performance.

Supply Chain

The entire system of production, handling, and distribution of goods from raw materials to final products to the consumer.

Production Time

The period required to manufacture or produce goods, from the start of the process to its completion.