Which of the Following Is Where Customer Service Representatives Answer

question 124

Multiple Choice

Which of the following is where customer service representatives answer customer inquiries and respond to problems through a number of different customer touchpoints?

• A)contact center
• B)web-based self-service
• C)call scripting
• D)website personalization

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Definitions:

Field Experiments

Research studies conducted in natural settings outside the laboratory to test hypotheses in real-world conditions.

External Attribution

The process of attributing the cause of behavior to situational factors outside the individual, rather than internal characteristics.

Redeeming Qualities

Redeeming qualities are positive characteristics or traits that compensate for or mitigate a person's shortcomings or negative aspects.

Internal Causes

Factors within an individual, such as personal beliefs, values, or emotional states, that motivate behavior or influence how events are perceived.