Organizations attempt to reduce the inconsistency in the delivery of services through:
A)standardization and training.
B)collaboration.
C)the reduction of customer contact points in the service delivery process.
D)higher incentives to employees for satisfactory performance.

Question

Quizplus · Accepted Answer

Standardization and training can help ensure that employees are consistently delivering services in the same way, no matter who the customer is or which employee is delivering the service. This can help reduce inconsistency in the delivery of services. Collaboration, the reduction of customer contact points, and higher incentives alone may not address the root cause of inconsistency.

Organizations Attempt to Reduce the Inconsistency in the Delivery of Services