Mathew Has Called the Customer Service Department of One of His

question 2

Multiple Choice

Mathew has called the customer service department of one of his suppliers to make a complaint. The customer service agent acts indifferent to Mathew's problem but agrees to resolve the issue. The customer service agent should have:

• A) Not resolved the issue until they had the whole story.
• B) Been more empathetic to Mathew's situation.
• C) Asked Mathew more questions.
• D) Capitulated to Mathew's demands at the start of the conversation.
• E) Done none of the above.

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Definitions:

Normative Social Influence

The sway of peers that motivates us to adapt our behaviors to be favored and embraced by them.

Conformity

The act of matching attitudes, beliefs, and behaviors to group norms, politics or being similar to others.

Social Loafing

The situation where people show lower levels of effort in pursuing a goal while in a group setting than they do when working individually.

Blindfolded Students

Individuals who have their vision temporarily obstructed by a covering over their eyes, often used in experiments to study sensory deprivation or reliance on other senses.