Several Customer Service Teams in Your Organization Have Dysfunctional Norms

question 115

Multiple Choice

Several customer service teams in your organization have dysfunctional norms in which they don't proactively ask clients whether they would like to try certain new services. If you were given the opportunity to form a new customer service team, which of the following would remove or avoid forming this dysfunctional norm?

• A)If team members are regularly forgetting to ask clients to consider other services, then you would explicitly talk to them about the problems and dangers of this dysfunctional norm.
• B)You introduce a team-based reward system that explicitly discourages the dysfunctional norm.
• C)You select employees who do not accept the dysfunctional norm.
• D)Soon after the team members are selected, you clearly state the norm that team members should proactively ask clients to consider other services.
• E)All of these actions would remove or avoid forming this dysfunctional norm.

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Definitions:

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