When a customer gets frustrated from being put on hold during a customer service call for 30 minutes, the company is having problems with which service quality dimension?
A) timeliness
B) consistency
C) convenience
D) courtesy

Question

Quizplus · Accepted Answer

A) How long it takes for service to occur and whether the service task gets completed in its designated time period is a measure of timeliness, making this choice the correct response. Consistency is providing the same customer experience from time to time. Courtesy is providing a helpful, polite, cheerful customer experience. Convenience measures how accessible service is.

When a Customer Gets Frustrated from Being Put on Hold