Multiple Choice
Douglas decided to order a Deluxe Werewolf mask from a catalog and called the toll-free number. Although the call was answered immediately, the operator took Douglas's information and transferred the call twice to different departments. What bothered Douglas was that he had to repeat his contact information and customer ID number to different operators. The first operator was not trained to handle customer queries. What type of service gap did Douglas encounter?
A) Knowledge gap
B) Standards gap
C) Research gap
D) Communication gap
E) Delivery gap
Correct Answer:
Verified
Correct Answer:
Verified
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