Call Scripting Occurs When Customer Service Representatives Answer Customer Inquiries

question 34

True/False

Call scripting occurs when customer service representatives answer customer inquiries and solve problems by email and IMing.

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Definitions:

Assertive Communication

A style of expressing oneself confidently and respectfully while standing up for personal rights and needs.

Personal Rights

The basic entitlements and freedoms that belong to every individual, safeguarding personal freedoms, dignity, and equality under the law.

Aggressive

Behavior characterized by assertiveness, boldness, or a readiness to challenge or confront, sometimes leading to conflict.

Passive

A behavior or attitude characterized by submission or a lack of active response or resistance.