The Ability of Customer Service Employees to Listen Actively and Communicate

question 28

Multiple Choice

The ability of customer service employees to listen actively and communicate effectively goes a long way________ .

• A) toward making sure the problem doesn't happen again
• B) in determining whether the customer will return
• C) in whether or not the situation is resolved to the customer's satisfaction
• D) in making sure the customer has no hard feelings toward the company

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Definitions:

Empowering Leadership

A leadership approach that focuses on granting employees autonomy, encouraging their input, and providing them with the necessary resources to achieve goals.

Decision Procedures

The processes or methods followed to arrive at a decision, often involving steps such as identifying options, evaluating them, and selecting the best course of action.

Proposing Vision

The act of presenting a future-oriented perspective or direction for an organization or group.

Task-Oriented Behavior

A leadership approach focused primarily on the completion of tasks and the achievement of objectives.