Service excellence will occur only when ________.
A)top management provides leadership and demonstrates commitment
B)management resolves every individual complaint
C)top management has centralized all decision making
D)service standards are phrased in generalities
E)employees have been trained on the job

Question

Quizplus · Accepted Answer

A standards gap refers to the difference between the retailer's perception of customer expectations and the customer service standards.To close the standards gap,management needs to be committed to setting,meeting and measuring service goals and give leadership to achieve these standards.

Service Excellence Will Occur Only When ________