Anthony Is a Purchasing Agent for a Hospital

Anthony is a purchasing agent for a hospital. One day the hospital receives a shipment from a supplier with several items missing. Anthony calls the supplier and talks to a customer service representative, who is very friendly and helpful. Anthony calls the supplier again the next day but talks to a different customer service representative, who is not as friendly and not as helpful. What type of problem does the supplier have involving its customer service?

A) Customer service people are hard to train.
B) The quality of the service provided is inconsistent across customer service agents.
C) The first customer service agent set an unrealistic expectation.
D) The second customer service agent needs more training.

Correct Answer:

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