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:

Aversive Stimulus

An unpleasant or harmful stimulus used to decrease or prevent a behavior through negative reinforcement or punishment.

Deviant Sexual Arousal

Sexual arousal that deviates from what is considered typical or socially acceptable, often discussed in contexts pertaining to sexual disorders or preferences.

Biastophilia

From Greek biastes, meaning rape; also referred to as paraphilic rape. Sexual arousal in response to non-consenting sex with, but not necessarily physical suffering of, victims.