Which of the following strategies should be adopted for successfully providing effective customer service over the telephone?
A. Multitask while attending to customers on the telephone to save time.
B. Always answer a phone call by the third or fourth ring.
C. Address customers using their first name irrespective of their consent.
D. Always ask open-end questions to clarify or verify information.
Answer: B
You might also like to view...
When preparing a statement of cash flows using the direct method, amortization of a patent is
a. shown as an increase in cash flows from operating activities. b. shown as a reduction in cash flows from operating activities. c. included with supplemental disclosures of noncash transactions. d. not reported in the statement of cash flows or related disclosures.
In the service-profit chain, external service value leads to all of the following EXCEPT ________.
A. profitability B. customer satisfaction C. employee turnover D. revenue growth E. customer loyalty
Answer the following statements true (T) or false (F)
1. In Great Britain, collective bargaining has traditionally occurred only when both management and labor voluntarily agree to engage in negotiations. 2. Voluntarism is an institutionalized system of employee voice in which employees are entitled to participate in workplace decision-making. 3. In Great Britain, collective bargaining agreements are not legally binding. 4. The Trades Disputes Act of Great Britain gives labor unions immunity from lawsuits over breach of contract and striking. 5. Labor legislation passed by Margaret Thatcher during the 1980s resembled many of the provisions included in the Taft-Hartley and Landrum-Griffin Acts passed in the U.S. 20 to 30 years earlier.
The fireworks that were produced year-round in South Africa were sent to warehouses around the United States during the months of May and June in anticipation of large demand for the July 4th holiday
The warehousing system that is BEST suited to handle this situation is the: A) assortment warehouse. B) postponement warehouse. C) spot stock warehouse. D) break-bulk warehouse.