Service Providers Should Be Encouraged to Develop a 'Complaints as Opportunities

question 21

Multiple Choice

Service providers should be encouraged to develop a 'complaints as opportunities' culture for which of the following reasons?

• A)So that genuine complaints are encouraged.
• B)Because employees often tend not to encourage complaints, seeing them as threatening.
• C)Because complaints are often perceived as unpleasant and therefore discouraged.
• D)Organisations tend to 'shoot the messenger' - the employee that alerts them to the complaint - so employees discourage complaints.
• E)All of the above

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Definitions:

Operating Assets

Assets used by a company in its day-to-day operations to generate revenue, excluding investment and non-operational assets.

Return On Investment (ROI)

Net operating income divided by average operating assets. It also equals margin multiplied by turnover.

Depreciation

The systematic allocation of the cost of an asset over its useful life.

Investment Center

A business unit within a company that is responsible for its own revenues, expenses, and asset investments, with its performance measured by its ability to generate income relative to its assets.