Anthony, a purchasing agent for a hospital, finds several items missing from a shipment that the hospital received from one of its suppliers. He speaks with a customer service representative who is very friendly and helpful. Anthony calls the supplier again the next day but speaks with a different customer service representative who is not as friendly. Which of the following is most likely the problem with the customer service provided by the supplier?
A) Unlike the first customer service representative, the second customer service representative failed to avoid critical encounters with the customer.
B) The quality of service provided is inconsistent across customer service agents.
C) The first customer service representative set unrealistic expectations.
D) The second customer service representative needs more technical training.
E) Unlike the first customer service representative, the second customer service representative failed to apply the practices of traditional selling.

Question

Quizplus · Accepted Answer

The problem highlighted is the inconsistency in the quality of service provided by different customer service representatives at the supplier, as experienced by Anthony through interactions with two different agents.

Anthony, a Purchasing Agent for a Hospital, Finds Several Items