Martin Works at the Customer Support Division of an Electronics

question 71

Multiple Choice

Martin works at the customer support division of an electronics company.He gets upset when he is abused by customers who are unhappy with his responses.Martin's manager understands his situation and supports him in his attempt to satisfy the customers.Which of the following methods is the manager using to help in reducing the delivery gap?

• A)using technology
• B)providing support
• C)achieving service goals through training
• D)understanding customer expectations through research
• E)committing to service quality

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Definitions:

Bureaucratic Spying

The act of surveillance within or by governmental or organizational structures, often to control or gather information on citizens or employees.

Political Opposition

Refers to individuals or groups that contest or oppose the policies, practices, or power of the governing bodies or ruling parties.

Major European Countries

Nations in Europe with significant political, economic, and cultural influence both within the continent and globally.

Great Britain

An island in the North Atlantic Ocean off the northwest coast of continental Europe, comprising England, Scotland, and Wales, and making up the major part of the United Kingdom.