Charles Schwab's Best Customers Get Their Calls Answered in 15

question 93

Multiple Choice

Charles Schwab's best customers get their calls answered in 15 seconds; other customers can wait longer.This is best described as ________.

• A) fair play in service delivery
• B) customer empowerment through the Internet
• C) raising service levels to retain the patronage of profitable customers
• D) increasing consumer participation
• E) standardizing the service-performance process

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Definitions:

Organizing

Involves the systematic allocation of tasks, resources, and responsibilities within an organization to ensure smooth operation and achievement of objectives.

Environmentally Friendly

Practices, products, or methods designed to minimize harm to the environment.

OSHA Standards

Regulations and guidelines issued by the Occupational Safety and Health Administration to ensure safe and healthful working conditions.

Energy

The capacity to do work, manifested in various forms such as heat, light, motion, electrical, chemical, and potential energies.