Martin Works at the Customer Support Division of an Electronics

question 23

Multiple Choice

Martin works at the customer support division of an electronics company.He gets disheartened whenever he is abused by a customer who is unhappy with his service or response.Martin's manager understands his situation and supports him in his attempt to satisfy such customers.Which of the following methods is the manager using to help in reducing the delivery gap?

• A)Using technology
• B)Providing support
• C)Achieving service goals through training
• D)Understanding customer expectations through research
• E)Committing to service quality

Appreciate the impact of job satisfaction on organizational commitment and employee engagement.

Recognize different stressors in the workplace and their effects on performance and motivation.

Be aware of strategies for coping with stress and enhancing workplace well-being.

Learn the effects of psychological detachment from work on stress and job performance.

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Definitions:

Retrieval Cues

Stimuli that assist in the recall of information stored in the memory.

Searching Memory

The cognitive process of actively retrieving information stored in the brain, involving various strategies and brain areas.

Eugenics

Is the belief that the human race can be improved by controlling which people can become parents.

Vasectomies

A surgical procedure for male sterilization or permanent contraception that involves cutting or sealing the vas deferens, thereby preventing sperm from entering into the urethra.