Several Customer Service Teams in Your Organization Have Dysfunctional Norms

question 195

Multiple Choice

Several customer service teams in your organization have dysfunctional norms in which they don't proactively ask clients whether they would like to try certain new services.If you were given the opportunity to form a new customer service team,which of the following would remove or avoid forming this dysfunctional norm?

• A)Soon after the team members are selected,you clearly state the norm that team members should proactively ask clients to consider other services.
• B)You select employees who do not accept the dysfunctional norm.
• C)You introduce a team-based reward system that explicitly discourages the dysfunctional norm.
• D)If team members are regularly forgetting to ask clients to consider other services,then you would explicitly talk to them about the problems and dangers of this dysfunctional norm.
• E)All of these actions would remove or avoid forming this dysfunctional norm.

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Definitions:

Immediacy

The sense of urgency or importance that compels immediate action or response.

Intensity

The degree of strength, force, or concentration of a particular element, condition, or emotion.

Feedback

refers to the process of providing constructive information or reactions to someone else's actions or behavior as a basis for improvement.

Distort Communication

The act of misrepresenting or altering information during the communication process, often to mislead or influence the recipient's understanding.