When a Customer Service Manager Works to Defuse a Situation

question 20

Multiple Choice

When a customer service manager works to defuse a situation with an irate customer, which managerial role is he or she taking on?

• A) liaison
• B) disturbance handler
• C) negotiator
• D) resource allocator
• E) leader

---

Definitions:

Functional Currency

The currency of the primary economic environment in which an entity operates, usually determined by the currency that mainly influences sales prices for goods and services or the country whose competitive forces and regulations most affect the entity's performance.

Cost of Sales

The direct costs attributable to the production of the goods sold by a company.

Economic Exposure

The risk that a company's cash flow, earnings, or future cash flows will be affected by changes in exchange rates.

Monetary Items

Assets and liabilities that are to be received or paid in a fixed or determinable amount of money.