Anthony is a purchasing agent for a hospital.One day the hospital receives a shipment from of its suppliers with several items missing.Anthony calls the supplier and talks to 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.This customer service representative is not as friendly and not as helpful.Which of the following describes the problem the supplier has with customer service?
A) Customer service people are hard to train.
B) The quality of the service provided is inconsistent across customer service agents.
C) The first customer service agent set an unrealistic expectation.
D) The second customer service agent needs more training.
E) None of the above.

Question

Quizplus · Accepted Answer

The inconsistency in friendliness and helpfulness between the two customer service representatives indicates that the supplier has a problem with providing consistent quality of service across their agents.

Anthony Is a Purchasing Agent for a Hospital