One-Third of All Service Problems Are Caused by the Customers

question 70

True/False

One-third of all service problems are caused by the customers, but with the increasing shift to self-service technologies, this percentage will be lowered.

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Definitions:

Avoid Conflict

the practice of evading confrontations or disputes to maintain harmony or prevent escalation.

Decision-Making

The cognitive process of selecting a course of action from among multiple alternatives.

Group Consensus

A collective agreement or shared understanding reached by a group, typically after discussion and consideration of various perspectives.

Emergence Coalition

A group that forms spontaneously among parties during negotiations or collaborative efforts, often driven by shared interests or objectives.