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:

Learning Climate

The overall atmosphere or environment that affects the mood and motivation of learners within an educational setting.

Lesson Plan

A detailed guide created by educators outlining the content, structure, and methodology of a lesson to be taught.

Compulsory Training

A required training program that employees must undergo to meet organizational standards or legal regulations.

Donald Kirkpatrick

The creator of a widely used model for evaluating the effectiveness of training programmes, consisting of four levels: reaction, learning, behaviour, and results.