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:

Feminist Psychologists

Psychologists who apply feminist theories and principles to understand psychological phenomena and address gender inequalities.

Social Backgrounds

The cultural, economic, educational, and familial environments from which individuals originate, influencing their beliefs, values, and behavior.

Self-defeating Behaviors

are actions or patterns of behavior that undermine one's own success, happiness, or health, often occurring despite the individual's awareness of the harmful consequences.

Altering Attitudes

The process of changing personal beliefs, feelings, or behaviors towards a particular object, person, or situation.