When a Customer Service Manager Works to Defuse a Situation

question 21

Multiple Choice

When a customer service manager works to defuse a situation with an irate customer, which of Mintzberg's roles is he or she taking on?

• A) Liaison.
• B) Disturbance handler.
• C) Negotiator.
• D) Resource allocator.
• E) Leader.

Understand the concept of warranted arguments and when an argument is considered worthy of acceptance.

Comprehend the progression from coincidence to correlation to causal explanations.

Recognize the impact of statistical analysis in evaluating arguments and making generalizations.

Identify the misuse of numbers in arguments and the importance of using appropriate descriptive measures.

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Definitions:

Forecasts

Predictions or estimates of future events or trends, based on analysis of available data and indicators.

Mean Absolute Deviation

A statistical metric that measures the average distance between each data point and the mean of a data set, demonstrating variability.

Weighted Average Model

A calculation model that assigns varying degrees of importance or weights to different data points or variables when computing an average.

Forecasts

Predictions or estimations about future events or trends, often based on statistical models and analysis of past data.