The GMAT Analytical Writing Assessment is designed to test the candidates’ ability to think and communicate thoughts about the given argument. The GMAT AWA requires the candidate to complete the essay in 30 minutes. This particular sample essay talks about the best way to differentiate from competitors is by improved customer service. There is a wide range of practice papers available for candidates including similar topics in the GMAT AWA practice paper.
Topic: The following appeared in a memo from the customer service division to the manager of Mammon Savings and Loan:
“We believe that improved customer service is the best way for us to differentiate ourselves from competitors and attract new customers. We can offer our customers better service by reducing waiting time in teller lines from an average of six minutes to an average of three. By opening for business at 8:30 instead of 9:00, and by remaining open for an additional hour beyond our current closing time, we will be better able to accommodate the busy schedules of our customers. These changes will enhance our bank’s image as the most customer-friendly bank in town and give us the edge over our competition.”
Discuss how well reasoned . . . etc
Answer:
The argument states that the improved customer service will improve the image of the Mammon Savings and Loan as the most customer-friendly bank. Also that this better customer service will give the company an advantage over the competition. Thus the author overlooks some important factors that need to be addressed to get an overall sense of the situation under judgment. The argument neglects to give considerable proof or logic to have the option to demonstrate or even support the argument from the given assumptions. The significant defects in the argument incorporate implicit notions. Such as the argument considered further improved client support the main contributor in getting an edge over the opposition. The section intends to describe the defects just as well as solutions for resolving them.
Firstly, the argument promptly presumes that clients consider current wait time in teller lines, current opening time, and current closing time as the possible issues with customer support of the bank. This is an unjustifiable act of pure trust that needs extra proof to hold. A potential circumstance that contradicts this doubt could be that clients feel that current wait time, opening time, and closing time is not an issue at all. Also, that bank needs its potential to give a combination of loans and different investment funds alternatives.
Also, check:
Another cause may be that the customers feel that mobile and internet support are the two significant customer service implications that the bank right now needs. Besides, the customer service division of the bank could be doing very well when compared with its rivals however the bank doesn't have more branches when compared with its competitors. Henceforth, the outcome is invalid except if the argument gives extra proof to approve this certain suspicion.
Second, the argument states that wait times, variations in opening and closing hours will prompt an edge over the opposition. This is again a weak and unsupported case as the argument does not consider that customers of the bank as of now are satisfied with the wait time and opening and closing hours and that clients' primary concern is the insensitive behavior of the customer support representative. For instance, since many of the bank's branches are situated in a location where a greater part of the clients communicate in Spanish and since the client support representatives don't know Spanish, the agents turn up acting impolite with the customers. Moreover, for the condition that the bank is seen as customer-friendly when the bank's representatives are multilingual, then the conclusion won't hold too. Hence, the argument neglects to persuade readers that improved customer service support will prompt required outcomes.
In conclusion, the argument neglects to address several key components based on which it very well may be evaluated. The defects examined above depicts the argument unconvincing. if the argument included solutions mentioned above, then the conclusion would have been considerably more reasonable.
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