With Respect to Service Recovery,empowering Workers Means Giving Service Employees

question 49

True/False

With respect to service recovery,empowering workers means giving service employees the authority and responsibility to make decisions that immediately solve customer problems.

Recognize the role of credibility and ethics in effective communication.

Demonstrate the ability to communicate a company's image effectively through preferred communication styles.

Understand strategies for delivering negative news in a positive manner.

Understand the importance of perceived fairness and actual fairness in workplace communication.

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Definitions:

Contribution Margin Ratio

A financial metric that measures the proportion of revenue that exceeds variable costs, indicating how much revenue contributes towards covering fixed costs and generating profit.

Variable Expenses

Costs that change in proportion to the level of activity or volume of output in a business.

Fixed Expenses

Costs that do not change in total regardless of the level of production or sales activity, such as rent and salaries.

Net Income

The total profit or loss of a company after all expenses, including taxes and operating costs, have been subtracted from revenues.