To Improve Customer Service in Its Overseas Call Center,Jansen Electronics

question 114

Multiple Choice

To improve customer service in its overseas call center,Jansen Electronics decided to investigate the call center practices of competing companies.The team discovered that a smaller company,Gorilla Devices Inc. ,seemed to have outstanding customer service.The team then determined differences between the organizations and developed a plan to incorporate the best elements of Gorilla into Jansen.This illustrates _____.

• A) environmental dynamism
• B) benchmarking
• C) strategic maneuvering
• D) cooperative action
• E) forecasting

Articulating weaknesses and strengths in a manner beneficial for interviews.

Utilizing storytelling techniques for framing interview responses.

Recognizing the expected interactive nature of interviews by preparing thoughtful questions.

Employing the STAR technique for crafting answers to behavioral interview questions.

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Definitions:

Spoken Channels

Communication methods that involve verbal interactions, such as face-to-face conversations or telephone calls.

Information Filters

Information filters are mechanisms or processes that screen, select, and allow certain information to pass through while blocking or reducing other information, affecting communication and decision-making.

Non-verbal Communications

The process of conveying a message without the use of spoken language, through body language, facial expressions, and gestures.

Mixed Messages

Communications that contain conflicting or contradictory information, leading to confusion and misinterpretation among the recipients.