Employees in the Front Line of Customer Care Are Important

question 56

Multiple Choice

Employees in the front line of customer care are important for customer communication because they _________.

• A)are often the first ones to hear about problems with service delivery
• B)are best trained to handle customers
• C)have relevant information to give to customers
• D)can listen actively to customers, unlike other employees.

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Definitions:

Ambulatory Assessment

A method in psychological research where data on participants' behaviors, physical activities, and experiences are collected in real-time and in naturalistic settings.

Experiential Assessment

A method of evaluation that focuses on an individual's experiences and perceptions.

Measurement Error

The difference between the true value and the observed value due to inaccuracies in data collection or interpretation.

Click-through Rates

measure the percentage of people who click on a specific link out of the total users who view a page, email, or advertisement.