Which of the following statements is FALSE about the communication aspect of customer service?
a. Personal and face-to-face communication remain essential to good customer service.
b. Communication is the channel to obtain critical customer feedback on the company’s performance.
c. Personal and face-to-face communication are no longer essential to good customer service.
d. Live chat, social media sites, and e-mail are effective means of communication.
c. Personal and face-to-face communication are no longer essential to good customer service.
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Answer the following statements true (T) or false (F)
1. Heuristics are strategies that simplify the process of making decisions. 2. When managers use information that is readily available from memory to make judgments, it is known as a confirmation bias. 3. Being "loss adverse" and hating to admit you're wrong can contribute to the escalation of commitment bias. 4. Groups make better decisions than most individuals acting alone.
Which of the following questions would most likely be asked by a person at the principled level of moral development?
A. What does my family want me to do? B. What can I get away with? C. What does society expect from me? D. What am I legally required to do? E. What is the right thing to do?
What element is defined as the capacity to influence the actions of others?
What will be an ideal response?
Perceived conflict is present when the parties ______.
A. recognize the conditions B. misunderstand one another’s true position C. have the same interests D. both recognize the conditions and misunderstand one another’s true position are correct