Neil Works as a Customer Service Executive in a Call

question 2

Multiple Choice

Neil works as a customer service executive in a call center. He handles customer queries and is often hampered by network and telephone problems. Hence, he is unable to effectively address customers' problems. The poor quality of customer service in the given scenario can be attributed to

• A) lack of instrumental support.
• B) poor internal communication.
• C) distributive fairness.
• D) procedural fairness.
• E) unrealistic customer expectations.

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Definitions:

Implicit Social Rules

Unwritten rules that govern behavior and interactions within a society.

Bluffing

The act of misleading others into believing something that is not true, especially to gain an advantage in negotiations or competitions.

Misrepresenting

The act of presenting information in a way that is false or misleading.

Truth Telling

The act of providing honest and accurate information or disclosure.