Sesika Is a New Customer Service Agent at a Leading

question 121

Multiple Choice

Sesika is a new customer service agent at a leading computer service center.She usually spends a lot of time on her calls,trying to resolve the issues of every customer.During the course of a call with a customer,a technical snag caused disturbances in her audio device;thus,making it difficult for the customer to respond to her queries.The issue however remained unresolved.Which of the following is a primary reason for the non-resolution in this case?

• A)The length of the call
• B)The noise during the call
• C)The inexperience of the customer service agent
• D)The customer at the call

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Definitions:

Career Development

The continuous journey of learning and growth that a person undergoes to advance their professional life and achieve their career goals.

Role Ambiguity

The uncertainty or lack of clarity surrounding the expectations, responsibilities, or performance criteria of a specific role within an organization.

Role Overload

A work-related stressor occurring when the demands of one's job exceed the individual's ability or resources to perform the tasks required.

Role Defining

The process of clarifying the expectations, responsibilities, and duties associated with a specific job or role within an organization.