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

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Definitions:

Social Structures

The complex framework of social institutions (such as family, church, and government), social practices, and hierarchical systems that organize society and shape individuals' behaviors.

Rationale

The underlying reason, logic, or justification for a belief, action, or decision.

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Advanced academic courses leading to a Ph.D. or similar degree, characterized by rigorous admission processes and high standards of research and scholarship.

Reevaluation

The process of reassessing or reexamining something, often leading to new insights, decisions, or changes in perspective.