Management's Goal Is to Continually Improve Customer Service and Satisfaction

question 37

Multiple Choice

Management's goal is to continually improve customer service and satisfaction. Their actions include the following. Which of these actions is least likely to help achieve the goal?

• A) Provide for positive reinforcement to employees who are trying to satisfy customers.
• B) Encourage and support cooperation and conformance to quality standards amongst internal customers.
• C) Establish an employee suggestion box system.
• D) Ensure that employees have the training, information, and physical things they need to do their jobs well.

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Definitions:

Standard Deviations

A measure of the amount of variation or dispersion of a set of values relative to the mean.

Crystallized Intelligence

The ability to use learned knowledge and experience effectively.

Primary Mental Abilities

Fundamental skills and cognitive functions such as reasoning, memory, and perception that are considered essential for intelligence.

Inductive Reasoning

A rational procedure where several assumed or generally true statements are merged together to derive a particular outcome.