Two Customer Service Employees Have Contrasting Personalities and Approach Customer

question 65

Multiple Choice

Two customer service employees have contrasting personalities and approach customer interactions quite differently. Their manager nonetheless appraises them comparably on the basis of customer feedback and issue resolution efficiency. This manager is using ________ appraisal.

• A)results
• B)trait
• C)behavior
• D)subjective
• E)customer-based

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Definitions:

Socialism

A political and economic theory advocating for collective or governmental ownership and administration of the means of production and distribution of goods.

Double-Consciousness

A term coined by W.E.B. Du Bois to describe the internal conflict experienced by subordinated groups in an oppressive society, particularly African Americans in the United States.

Dehumanization

The process of depriving a person or group of positive human qualities, making them seem less than human.

Dialectical Recognition

This refers to the process of acknowledging and resolving opposing forces or ideas through dialogue, aiming to reach a higher synthesis of understanding.