Debbie Spoke to the Customer Service Representative at Sprint Cellular

question 55

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, it 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:

Revenue Analysis

The process of examining revenue data to understand the financial performance of a business and to identify trends and opportunities for improvement.

Profit Margin

The amount a product sells for above the total cost of the product itself.

Objectives

Specific, measurable goals that an organization or individual aims to achieve within a timeframe.

Gross Margin

The difference between sales and the cost of goods sold, often expressed as a percentage, indicating the profitability of selling products.