A Popular Proactive Approach in Customer Service That Empowers Customers

question 20

Multiple Choice

A popular proactive approach in customer service that empowers customers to go to a company's website and initiate most of the queries and functions normally handled by a call center is called

• A) service recovery.
• B) customer self-service.
• C) softening techniques.
• D) proactive problem solving.

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Definitions:

Expectancy

A belief or anticipation regarding the likelihood that a specific outcome will occur as a result of certain actions or behaviors.

Homeostasis

The process by which a living organism or cell maintains a stable internal environment despite changes in external conditions.

Propinquity

The tendency for people to form close relationships or feel a sense of attraction with others who are geographically close or frequently encountered.

Unbalance

A state of lack of equilibrium or stability, either physically, emotionally, or in terms of a system or situation.