According to Our Textbook,effective Customer Service Strategies Involve Giving the Customer

question 53

Multiple Choice

According to our textbook,effective customer service strategies involve giving the customer what they want,effective communication,and ________.

• A)providing employees with incentives and bonuses for good service
• B)providing employees with customer service training
• C)having detailed policies and procedures in place
• D)promoting an entrepreneurial culture

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Definitions:

Situational Factors

Influences that stem from the external environment, affecting an individual's decisions and behaviors.

Social Intelligence

The ability to understand and navigate complex social environments, recognizing and influencing the emotions and behaviors of others.

Emotional Intelligence

The ability to recognize, understand, and manage one's own emotions and the emotions of others.

Big Five Personalities

A theory categorizing human personality into five broad dimensions: openness, conscientiousness, extraversion, agreeableness, and neuroticism.