The Ability of Customer Service Employees to Listen Actively and Communicate

question 90

Multiple Choice

The ability of customer service employees to listen actively and communicate effectively goes a long way ________.

• A) in determining whether the customer will return
• B) in making sure the customer has no hard feelings toward the company
• C) toward making sure the problem doesn't happen again
• D) in whether or not the situation is resolved to the customer's satisfaction

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Definitions:

External Benefit

A positive effect of a transaction or activity on a third party who did not choose to incur that benefit.

Externalities

Financial implications or effects that influence bystander third parties and may be either beneficial or harmful.

Incentives

Factors that motivate or encourage individuals to perform actions or make decisions.

Social Benefit

The total benefit to society from a particular action or policy, including both direct benefits to participants and any external benefits to others.