Arthur, a senior manager at a telecommunication company, observed that the quality of customer service did not meet the standards. Employees were not skilled enough to solve the problems of clients. Arthur felt that training would help employees deliver better service. Based on this scenario, Arthur has identified an)
A) ethical lapse.
B) performance gap.
C) social difference.
D) self-actualization need.
E) technology shift.

Question

Quizplus · Accepted Answer

Arthur has observed a performance gap, which refers to the difference between the desired and actual performance of employees. He believes that training can help bridge this gap and improve the quality of customer service.

Arthur, a Senior Manager at a Telecommunication Company, Observed That