Comment on the Tension Between Cost Management and Customer Satisfaction

question 15

Essay

Comment on the tension between cost management and customer satisfaction management in a call center situation.

---

Definitions:

Six Sigma-Based Training

A method of professional training focused on improving and optimizing processes by reducing defects and variability, guided by the principles of Six Sigma.

Nonverbal Communication

The process of conveying information or expressing emotions without the use of spoken language, through gestures, facial expressions, body language, and other cues.

Interpersonal Skills

Abilities that facilitate effective and positive communication and interactions between individuals.

Affective Outcome

Emotional or psychological consequences resulting from specific situations, interventions, or experiences.