Suppose You Work in a Customer Service Call Centre for a Local

question 52

Multiple Choice

Suppose you work in a customer service call centre for a local cable company. Your job is to answer calls from customers who have a variety of questions or problems. You have been well trained to handle a variety of calls and have access to a computer program where you can search for solutions to issues you have not yet encountered. You would expect what kind of span of management to exist at the call centre?

• A) wide
• B) tall
• C) flat
• D) short

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Definitions:

Primary Socialization

The initial phase of socialization in human life, where individuals, especially children, learn the basic norms, values, behaviors, and social skills necessary for participating within their society.

Secondary Socialization

The process of learning appropriate behavior within smaller sections of the larger society, occurring after primary socialization.

Resocialization

The process by which individuals learn new norms, values, and behaviors, replacing those from a previous social context, often occurring in radically different or new environments.

Childhood

The period of a person's life from birth to adolescence, characterized by rapid physical growth, development, and learning.