A customer support call center grades their employees on how quickly they resolve customer problems (average call time) and how many times the customer request escalates to the point that a supervisor must be summoned to resolve the dispute
What might an employee do to perform well on these metrics without actually providing good customer service? What could management do to prevent such behaviors?
Answers will vary, but two common tactics are to transfer the call back to the queue so that another employee must handle the request or to hang up on the caller. Both actions serve to reduce the average call duration and prevent the supervisor from being summoned by the employee. Management can collect data on the number of dropped calls, transferred calls, and randomly monitor the representatives to determine the percentage of calls handled in this fashion.
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In INS v. Chadha, the U.S. Supreme Court invalidated the _____ veto, a mechanism used by Congress to invalidate agency action
Fill in the blanks with correct word
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A merger involving noncompeting firms producing unrelated goods and services is termed a:
a. tying arrangement. b. vertical merger. c. conglomerate merger. d. horizontal merger.