The customer service representatives at G.K.'s customer service center must know as much about the products as possible, so that they can help the customers solve their difficulties without sounding hesitant or unsure of themselves. Which of the following determinants of service quality are they being asked to demonstrate?
A) responsiveness
B) assurance
C) empathy
D) reliability
E) tangibility

Question

Quizplus · Accepted Answer

The customer service representatives are being asked to demonstrate assurance, which refers to their knowledge, competence, and ability to convey trust and confidence in their customers.

The Customer Service Representatives at G