The customer service representatives at a call center have been asked to handle each call in not more than 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 service-quality specifications and service delivery. The expected service is to answer all customer queries in detail and provide appropriate solutions, but the management has set a time limit of five minutes for each call, which may not allow for the required level of detail and solution provision. This gap represents a failure to deliver the service that was promised.

The Customer Service Representatives at a Call Center Have Been