Tina Is a Customer Service Representative for an Internet Service

question 237

Multiple Choice

Tina is a customer service representative for an Internet service provider.While dealing with elderly customers,Tina takes extra time and effort in explaining to them how to access the Internet,check emails,and browse the Web.She understands their point of view,and realizes that they may need more explanation than the tech-savvy,younger generation.By doing so,which of the following variables of service quality is being demonstrated by Tina?

• A)Associability
• B)Tangibles
• C)Empathy
• D)Substitutability

Understand the role of merit pay systems and bonus pay in incentivizing employee performance.

Identify legal and mandated employee benefits and their importance in the total compensation strategy.

Appreciate the significance of employee assistance programs in supporting employees' personal needs.

Understand and identify various compensation structures and their implications on employee motivation and performance.

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Definitions:

Organizational Results

Outcomes or achievements that an organization aims for, which can include financial performance, operational efficiency, or market position.

Behaviours

Pertains to the actions or reactions of individuals or groups in response to external or internal stimuli.

Skills

Refers to the abilities and expertise that individuals possess, which enable them to perform specific tasks effectively.

Career Planning

The ongoing process of setting personal career goals and designing a path to achieve them, often involving considerations of required skills, education, and training.