Martin works at the customer support division of an electronics company.He gets disheartened whenever he is abused by a customer who is unhappy with his service or response.Martin's manager understands his situation and supports him in his attempt to satisfy such customers.Which of the following methods is the manager using to help in reducing the delivery gap?
A)Using technology
B)Providing support
C)Achieving service goals through training
D)Understanding customer expectations through research
E)Committing to service quality

Question

Quizplus · Accepted Answer

By providing support to Martin, the manager is helping to reduce the delivery gap. This is because Martin is likely to feel more supported and motivated to continue providing good customer service, even in difficult situations where customers may be unhappy or abusive. Providing support is one way to address the service delivery gap, which is the difference between the service promised and the service delivered.

Martin Works at the Customer Support Division of an Electronics