Anthony,a purchasing agent for a hospital,finds several items missing from a shipment that the hospital received from one of its suppliers.Anthony speaks with a customer service representative who is very friendly and helpful.Anthony calls the supplier again the next day but talks to a different customer service representative who is not as friendly or helpful.Which of the following describes the problem the supplier has with customer service?
A)It is difficult to train customer service representatives.
B)The quality of service provided is inconsistent across customer service agents.
C)The first customer service representative set unrealistic expectations.
D)The first customer service representative needs more training.
E)The first customer service representative is not qualified enough to help buyers.

Question

Anthony,a purchasing agent for a hospital,finds several items missing from a shipment that the hospital received from one of its suppliers.Anthony speaks with a customer service representative who is very friendly and helpful.Anthony calls the supplier again the next day but talks to a different customer service representative who is not as friendly or helpful.Which of the following describes the problem the supplier has with customer service?​
A)​It is difficult to train customer service representatives.
B)The quality of service provided is inconsistent across customer service agents.​
C)The first customer service representative set unrealistic expectations.
D)The first customer service representative needs more training.​
E)The first customer service representative is not qualified enough to help buyers.​

Quizplus · Accepted Answer

The problem with customer service is that the quality of service provided is inconsistent across customer service agents, as one representative was helpful while the other was not. The other options do not accurately reflect the issue presented in the scenario.

Anthony,a Purchasing Agent for a Hospital,finds Several Items Missing from a Shipment