Several Customer Service Teams in Your Organization Have Dysfunctional Norms

question 195

Multiple Choice

Several customer service teams in your organization have dysfunctional norms in which they don't proactively ask clients whether they would like to try certain new services.If you were given the opportunity to form a new customer service team,which of the following would remove or avoid forming this dysfunctional norm?

• A)Soon after the team members are selected,you clearly state the norm that team members should proactively ask clients to consider other services.
• B)You select employees who do not accept the dysfunctional norm.
• C)You introduce a team-based reward system that explicitly discourages the dysfunctional norm.
• D)If team members are regularly forgetting to ask clients to consider other services,then you would explicitly talk to them about the problems and dangers of this dysfunctional norm.
• E)All of these actions would remove or avoid forming this dysfunctional norm.

---

Definitions:

Political Risk

The risk of losses due to political instability or changes in government policy that can affect investment values or business operations.

Foreign Direct Investment

An investment made by a company or individual in one country in business interests in another country, in the form of either establishing business operations or acquiring business assets in the other country.

Reputational Risk

The potential of losing stakeholder trust or diminishing brand value due to negative public opinion.

Valuation Risk

The potential for loss that arises from inaccuracies or errors in assessing the value of assets, liabilities, or investments.