Barry, a Customer Service Executive, Finds It Difficult to Handle

question 33

Multiple Choice

Barry, a customer service executive, finds it difficult to handle an angry customer. He asks his supervisor, Ben, to handle the situation. Ben listens to the customer patiently and apologizes for the inconvenience caused. This calms the customer down. In the context of supervisory skills, Ben primarily used ________ skills to solve the problem.

• A) technical
• B) human relations
• C) conceptual
• D) decision-making

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Definitions:

Ethically

In a manner consistent with moral principles, ensuring actions are right and good from an ethical standpoint.

Embellishing

The act of adding decorative details or features to something, often to make it more attractive or interesting.

Individual Differences

Variations among individuals in their behavior, emotions, cognition, and development.

Nonverbal Cues

Communication methods that do not involve words, such as gestures, facial expressions, and body language.