Neil Works as a Customer Service Executive in a Call

question 2

Multiple Choice

Neil works as a customer service executive in a call center. He handles customer queries and is often hampered by network and telephone problems. Hence, he is unable to effectively address customers' problems. The poor quality of customer service in the given scenario can be attributed to

• A) lack of instrumental support.
• B) poor internal communication.
• C) distributive fairness.
• D) procedural fairness.
• E) unrealistic customer expectations.

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Definitions:

Net Income

Net income is the total profit of a company after all expenses and taxes have been subtracted from total revenue.

Hedge Accounting

Accounting techniques that modify the standard rules of accounting to recognize the offsetting effects on the financial statements of both the hedged item and the hedging instrument.

Mandatory

Required or obligatory; something that must be done or adhered to.

Optional

Referring to a choice or discretion available in a process or decision, where participation or selection is not mandatory.