Explain the PLAN acronym and its relevance to positive communication.
What will be an ideal response?
To maximize the potential and create a positive outcome with customers, a service provider must use the PLAN acronym as a guide to effective communication. The model stands for:
Prepare for positive customer interactions,
Let your customers know they are important,
Address your customer's expectations positively and,
Nurture a continuing relationship.
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Dean recently had a BRZ broadband connection installed. However, the connection was poor and he didn't get the quality he required. He contacted BRZ about the problem, but the company did not solve his problem. Dean switched to Blue Broadband
Which of the following was the cause of Dean's switching behavior? A) involuntary switching B) competition C) response to service failure D) service encounter failures E) inconvenience
Which of the following is not an external mechanism to hold followers accountable?
a. the acceptance of personal responsibility b. written codes of conduct c. performance appraisals d. pressure or feedback from one’s boss
What measurement tool determines the profits that remain after the cost of capital has been deducted from operating profits?
A. Return on Investment B. Balanced Scorecard C. Economic Value Added D. HRIS E. HR Scorecard
Consider the Demand for Microwave Ovens data set. What is the total demand corresponding to random numbers 71, 74, 75, 95, 51, and 57?
A. 20
B. 21
C. 16
D. 18