A Critical Component That Programs Developed by the Management to Stimulate

question 33

Multiple Choice

A critical component that programs developed by the management to stimulate employee commitment to customer service must include a clear, concrete message that conveys a particular service strategy that frontline people can begin to act on. This is of great importance because

• A) people delivering service need to know how their work fits in the broader scheme of business operations.
• B) incentives are necessary to give the employees the capability and willingness to provide quality service.
• C) it focuses on specific social techniques, such as eye contact, smiling, tone of voice, and standards of dress.
• D) managers must demonstrate the behavior that they intend to reward employees for performing.

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Definitions:

Algebraic Expression

A mathematical phrase that can contain ordinary numbers, variables (like x or y), and operators (like add, subtract, multiply, and divide).

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