Training Is Especially Important in Reinforcing the Customer Service Culture

question 11

Multiple Choice

Training is especially important in reinforcing the customer service culture at Zappos where

• A) new employees are offered money to quit.
• B) employees are just interested in getting a paycheck.
• C) training does not include any tests.
• D) a cost leadership strategy is being used.
• E) little screening of employees occurs.

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Definitions:

Code Of Ethics

A set of principles designed to help professionals conduct their business with honesty, integrity, and fairness.

Company's Culture

The shared values, beliefs, and behaviors that characterize the social and psychological environment of a business organization.

Management

The process of planning, organizing, directing, and controlling resources to achieve specific goals.

Focus Strategies

Business approaches that target a specific market niche or demographic with tailored products or services.