Elizabeth, the Eager Computer Design Technician, Is Trying to Help

question 15

Multiple Choice

Elizabeth, the eager computer design technician, is trying to help a customer decide on a sound system. The customer is angry because (1) no sound is coming out of the home computer, (2) Elizabeth continues to ask whether he wants a 2.0 or 2.1 subystem, and (3) the customer cannot remember where he placed his car keys as he was browsing components in the store. What advice would you give Elizabeth for handling this customer.

• A) Apologize and help him find his keys.
• B) Tell the customer that because he doesn't know the difference between 2.0 and 2.1 to get the 2.1 subsystem because it will sound better to a guy.
• C) Ask the customer to bring the computer in to ensure that whatever is causing the sound issue now won't affect the upgrade.
• D) Be polite but firm with the customer and tell him that his behavior is unacceptable.
• E) Show empathy to the customer. Continue to ask open-ended questions about which sound system he wants.

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Definitions:

Inter-Departmental

Pertains to activities, communication, or cooperation between different departments within an organization.

Minimum Intergroup Conflict

A state where there is negligible or the lowest amount of conflict between different groups within an organization or society.

Multicultural Organization

An organization that incorporates and respects a variety of cultural perspectives, practices, and contributions in its operations and strategies.

Culture-Group Biases

The tendency to interpret and judge peoples' behaviors, cultures, or ideas from one's own cultural perspective, leading to bias.