When a Customer Service Manager Works to Defuse a Situation

question 63

Multiple Choice

When a customer service manager works to defuse a situation with an irate customer, he or she is assuming a ________ role.

• A) liaison
• B) disturbance handler
• C) negotiator
• D) resource allocator
• E) leader

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Definitions:

Extemporaneously

Speaking or performing without prior preparation or practice, often in a fluent and coherent manner.

Outline

A structured list or framework of the main points or features of a topic, document, or plan, often used as a planning tool.

Memorizing

The process of committing something to memory or learning it by heart.

Study Materials

Resources or materials used to facilitate learning and understanding of a subject or topic.