To Improve Customer Service in Its Overseas Call Center, Bolt

question 107

Multiple Choice

To improve customer service in its overseas call center, Bolt Smartphones decided to investigate the call center practices of competing companies. The team discovered that a smaller company, Grasshopper Phones 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 Grasshopper into Bolt. This illustrates _____.

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

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Definitions:

Attitudes

Mental and emotional entities that denote an individual's degree of like or dislike for an item.

Behavior

The actions or reactions of an individual in response to external or internal stimuli.

Job Satisfaction

The level of contentment employees feel towards their jobs, influenced by various factors such as work environment and recognition.

Facets

The distinct features or aspects that make up a complex entity or concept.