The customer service representatives at G.K.'s customer service center must know as much about the products as possible so that they can help the customers solve their difficulties without sounding hesitant or unsure of themselves. Which of the following determinants of service quality are they being asked to demonstrate?

The customer service representatives at G.K.'s customer service center must know as much about the products as possible so that they can help the customers solve their difficulties without sounding hesitant or unsure of themselves. Which of the following determinants of service quality are they being asked to demonstrate?



A) responsiveness
B) assurance
C) empathy
D) reliability
E) tangibility


Answer: B


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