Emily is an inside sales representative for TEKSystems and promises her customer accounts that she will return phone calls or e-mails within three hours during week-day work hours (9 a.m. to 5 p.m.). She says that sometimes it's difficult to keep this promise to her customers but believes its a key to her success and the loyalty she creates among her customers. It's also led to referrals and helped her increase sales. What aspect of service quality is Emily delivering?
A)responsiveness
B)empathy
C)assurances
D)tangibles

Question

Emily is an inside sales representative for TEKSystems and promises her customer accounts that she will return phone calls or e-mails within three hours during week-day work hours (9 a.m. to 5 p.m.). She says that sometimes it's difficult to keep this promise to her customers but believes its a key to her success and the loyalty she creates among her customers. It's also led to referrals and helped her increase sales. What aspect of service quality is Emily delivering?​
A)​responsiveness
B)​empathy
C)​assurances
D)​tangibles

Quizplus · Accepted Answer

Emily is delivering responsiveness by promising to return phone calls or e-mails within three hours during week-day work hours.

Emily Is an Inside Sales Representative for TEKSystems and Promises