What Is Web-Based Self-Service

question 242

Multiple Choice

What is Web-based self-service?

• A) A place where customer service representatives answer customer inquiries and solve problems,usually by email,chat,or phone
• B) Allows customers to use the Web to find answers to their questions or solutions to their problems
• C) Gathers product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer
• D) A form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products

---

Definitions:

Induced Compliance

A special case of cognitive dissonance: inconsistency is experienced when a person is persuaded to behave in a way that is contrary to an attitude.

Cognitive Dissonance

The psychological discomfort experienced by an individual who holds two or more contradictory beliefs, ideas, or values at the same time.

Inoculation

A way of making people resistant to persuasion. By providing them with a diluted counter-argument, they can build up effective refutations to a later, stronger argument.

Reactance

Brehm’s theory that people try to protect their freedom to act. When they perceive that this freedom has been curtailed, they will act to regain it.