Mathew Calls the Customer Service Department of One of His

question 74

Multiple Choice

Mathew calls the customer service department of one of his suppliers to make a complaint. During the conversation, Rob, the customer service agent, acts indifferently toward Mathew. However, Rob is able to resolve Mathew's issue. Despite the fact that his complaint was addressed, Mathew is dissatisfied with his interaction with Rob. In the given scenario, which of the following could have improved Mathew's experience?

• A) Rob should have applied the practices of the traditional sales approach.
• B) Rob should have been more empathetic to Mathew's situation.
• C) Rob should have asked Mathew more questions.
• D) Rob should have agreed to Mathew's demands at the beginning of the conversation.
• E) Rob should have used strategies to avoid critical encounters with Mathew.

---

Definitions:

Direct Labour

The labor costs for employees who are directly involved in the production of goods or services.

Product Diversity

The variety of different products that a company produces or sells, reflecting its range of offerings in the market.

ABC System

Activity-Based Costing is a method for assigning costs to products, services, or projects based on the activities that go into them and the resources consumed by these activities.

Behavioral Issues

Behavioral issues refer to patterns of behavior that are disruptive or inappropriate in specific settings, often impacting an individual's ability to function effectively in social or professional contexts.