The Customer Service Department of a Large Department Store Recently

question 4

Multiple Choice

The customer service department of a large department store recently received a complaint about a store associate.The store associate's manager has been unable to detect any problems with the associate's performance.Then the service department received another complaint concerning the same associate.Which of the following would be the best approach to investigate the situation?

• A)depth interview with associate
• B)mystery shoppers
• C)depth interview with customers
• D)close observation by the department manager
• E)one-way mirror observations

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Definitions:

Backlash

The play or slop between mating mechanical parts, such as gears, which is the result of gaps between parts.

Meshing Gears

The process where the teeth of two or more gears come into contact with each other in order to transmit power from one shaft to another.

Sliding Action

The movement or operation of a mechanism that involves two or more surfaces moving over each other with minimal resistance.

Mesh

Mesh describes the process of interlocking or the state of being interlocked, as in the case of gear teeth or the fine woven material used in screens.