A(n) _____is a promise to reward and compensate a customer if a service upset occursduring the service experience
a. service guarantee
b. customer-contact requirement
c. service recovery
d. empowerment
A
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President Franklin D. Roosevelt’s fireside chats, presidential talks broadcast on the radio, are an example of a(n) ______.
a. manuscript presentation b. extemporaneous presentation c. mediated presentation d. impromptu presentation
Technical skills encompass all the required knowledge related to processes
Indicate whether the statement is true or false
Interrogatories are written questions for which written answers are prepared and signed under oath
a. True b. False Indicate whether the statement is true or false
Regarding promotions, which of the following would NOT constitute good information and advice for managers?
a. assessing who is eligible for a promotion may begin with the jobs to which people are assigned when they are hired b. training and development programs should be developed, and made available to all c. since not all are qualified to be promoted, it is not advisable to post or announce possible promotion opportunities; rather one should advise only the people who may be qualified d. one should consider applications for promotion from all who are interested, even if they do not appear to qualify.