Which of the Following Guidelines Should Customer Service Professionals Follow

question 52

Multiple Choice

Which of the following guidelines should customer service professionals follow to meet the expectations of customers?

• A) Service professionals should always use "they" language when dealing with customers.
• B) Service professionals should involve customers in situations that are out of their control.
• C) Service professionals should strive to mask their feelings of anger, frustration, and pressure from customers.
• D) Service professionals should focus on attracting new customers rather than trying to retain existing customers.

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Definitions:

Unproductive

Refers to resources or activities that do not contribute to the output or efficiency of a process or operation.

Fixed Costs

Costs that do not change in total with changes in the volume of production or sales, such as rent, salaries, and insurance.

Relevant

Pertaining to something that is closely connected or appropriate to the matter at hand, especially in decision making or problem-solving.

Decision

The act of making a choice among various alternatives.