Imagine You Are the Manager of a Customer Service Call

question 79

Essay

Imagine you are the manager of a customer service call center with 8 workers.You want to improve customer satisfaction as measured by the surveys at the end of phone calls.What are the guidelines you can use to overcome barriers to effective goal setting?

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Definitions:

Euphoria

A state of intense happiness and self-confidence, sometimes beyond what is normally experienced in a healthy mental state.

Mania

A mental condition marked by periods of great excitement, euphoria, delusions, and overactivity.

James Marcia

A developmental psychologist who expanded on Piaget's work to describe the process of identity formation during adolescence in terms of crisis and commitment.

Identity Achievement Stage

A phase of self-identity exploration where individuals have experienced crisis, explored options, and made commitments to certain goals, values, and beliefs.