The customer service representatives at a call center have been asked to handle each call within 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

Question

Quizplus · Accepted Answer

The service gap apparent here is between the service-quality specifications - which require the calls to be handled within five minutes and for customer queries to be fully answered - and the actual service delivery by the customer service representatives, who may struggle to achieve both requirements simultaneously.

The Customer Service Representatives at a Call Center Have Been