Charles Schwab's Best Customers Are Instantly Directed to Customer Service

question 56

Multiple Choice

Charles Schwab's best customers are instantly directed to customer service representatives, while other customers have to wait longer. Charles Schwab is trying to ________.

• A) monitor its service systems
• B) empower the customers
• C) retain the patronage of profitable customers
• D) increase consumer participation
• E) standardize the service-performance process

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Definitions:

Nonunion Workplace

An employment setting where the workforce is not organized or represented by a labor union.

Step-Review System

A system for reviewing employee complaints and disputes by successively higher levels of management.

Step-Review Procedure

A formal process used in performance evaluations where feedback and objectives are reviewed in sequential steps or stages.

Progressive Discipline

A human resources strategy that applies increasingly severe actions or penalties for repeated employee infractions or performance issues.