Anthony, a purchasing agent for a hospital, finds several items missing from a shipment that the hospital received from one of its suppliers. He speaks with a customer service representative who is very friendly and helpful. Anthony calls the supplier again the next day but speaks with a different customer service representative who is not as friendly.

Which of the following is most likely the problem with the customer service provided by the supplier?

The quality of service provided is inconsistent across customer service agents.

The first customer service representative set unrealistic expectations.

Unlike the first customer service representative, the second customer service representative failed to avoid critical encounters with the customer.

Unlike the first customer service representative, the second customer service representative failed to apply the practices of traditional selling.

The second customer service representative needs more technical training.