Which of the Following Is Where Customer Service Representatives Answer

question 29

Multiple Choice

Which of the following is where customer service representatives answer customer inquiries and respond to problems through a number of different customer touch points?

• A) Contact center
• B) Web-based self-service
• C) Call scripting
• D) None of the above

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Definitions:

Delegating Style

A management approach where tasks and responsibilities are distributed among team members, empowering them while maintaining accountability.

Situational Leadership Model

A leadership theory that proposes the effectiveness of a leadership style is dependent on the task readiness level of the individuals being led.

Low Task Behavior

Leadership behavior focused less on the work to be done and more on the interpersonal relationships among team members.

Transformational Leadership

A leadership style focused on inspiring and motivating followers to achieve exceptional outcomes and personal growth.