The fluctuation in a customer's zone of tolerance is more a function of changes in the ________, which moves readily up and down because of situational circumstances than of the ________, which tends to move upward incrementally because of accumulated experiences.
A. Desired service level; tolerable service level
B. Adequate service level; tolerable service level
C. Ideal service level; desirable service level
D. Adequate service level; desired service level
E. Desired service level; adequate service level
Answer: D
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Monthly statements provide a detailed list of the customer's activity for the previous month and a statement of all open items
a. True b. False Indicate whether the statement is true or false
Based on the work of Gallup researchers, which of the following is a likely behavior of excellent managers in their training and developing of subordinates?
a. They will not engage with very many employees because most will never be good performers. b. They will engage with an apathetic employee, but they will not try to turn this employee into a star performer. c. They will try to engage and motivate every employee because they believe every person can show major change in who they are. d. They will work hard, through training and encouragement, to encourage an unethical employee to adopt a philosophy of ethical behavior.
External recruiting includes all of the following except:
A. referrals from current employees B. walk-ins C. educational institutions D. various forms of advertising media E. government employment agencies
Which of the following is NOT a component of an acting learning program?
a. Learning is built around a real problem or issue that needs solving. b. A learning coach encourages reflection. c. A learning coach provides the team with solutions to the problem. d. The team takes action to solve the problem or issues.