You Just Watched Your Employee Handle a Customer Poorly

question 82

Multiple Choice

You just watched your employee handle a customer poorly.How should you respond?

• A) "What were you thinking? That's not how we do it here!"
• B) "I don't like the way you handled the situation."
• C) "All employees are expected to follow procedures outlined in the employee manual when dealing with a customer. I am disappointed with the way you handled that situation. Can we review that policy together?"
• D) "Let me show you how to do it. I can't believe you are unable to do something so simple."

---

Definitions:

Distinct Cultures

Unique sets of customs, traditions, behaviors, and values shared by a group of people or within an organization, distinguishing them from others.

Psychological Intimacy

The emotional closeness and trust shared between people, allowing them to share their innermost thoughts and feelings.

Integrated Involvement

Involves a comprehensive engagement strategy that aligns individuals or groups towards achieving common goals.

Top Management Team

A group of individuals at the highest level of organizational management who have the day-to-day responsibilities of managing a company or corporation.