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 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 is one of the five determinants of service quality. Assurance refers to the knowledge and courtesy of employees and their ability to inspire trust and confidence in customers. By knowing as much about the products as possible, the representatives can demonstrate their knowledge and inspire confidence in customers that their problems will be solved.

The Customer Service Representatives at G