To Maintain an Efficient Service Delivery System,an Organization Should Always

question 35

Multiple Choice

To maintain an efficient service delivery system,an organization should always:

• A) ensure that frontline employees cannot take decisions without the permission of their supervisors.
• B) ensure that customers do not have to deal with the internal policies, practices, and politics.
• C) encourage its managers and frontline employees to use "they" language when dealing with customers.
• D) view customers from the standpoint of what company products or services they use.

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Definitions:

Silence

The absence of any sound or noise; a state or condition marked by a lack of audible sound or communication.

Quietness

Quietness is the state or quality of being free from noise or disturbance, often associated with peace and calm.

Equal Status Contact

A theory suggesting that prejudice between groups can be reduced by promoting interactions under conditions of equal status.

Racial Groups

Categories of humans based on shared physical or genetic qualities into groups considered to be distinct by society.