Accounting
Anthropology
Archaeology
Art History
Banking
Biology & Life Science
Business
Business Communication
Business Development
Business Ethics
Business Law
Chemistry
Communication
Computer Science
Counseling
Criminal Law
Curriculum & Instruction
Design
Earth Science
Economic
Education
Engineering
Finance
History & Theory
Humanities
Human Resource
International Business
Investments & Securities
Journalism
Law
Management
Marketing
Medicine
Medicine & Health Science
Nursing
Philosophy
Physic
Psychology
Real Estate
Science
Social Science
Sociology
Special Education
Speech
Visual Arts
Question
Which of the following is the last step in handling a customer complaint?A. Take a decided action to make it up to the customer.
B. Agree that the mistake should not have happened.
C. Tell the customer what you are going to do about it.
D. Take precautions to prevent the mistake in the future.
Answer
This answer is hidden. It contains 1 characters.
Related questions
Q:
_____ is the term often used to refer to discrimination based on a person's sexual orientation.
Q:
Describe sexual harassment as defined by the Equal Employment Opportunity Commission (EEOC).
Q:
Consider the statement, "With the global economy, people around the world are becoming more and more alike, so why be concerned about diversity?" Do you agree? Should organizations conduct diversity training?
Q:
Billie aims to have an annual income of $200,000 by March, 2019. Which of the following steps of the career planning model does this best represent?
A. Self-assessment
B. Career preferences and exploration
C. Setting career objectives
D. Developing a plan
Q:
The career stage at which employees are required to take personal initiative to develop necessary job skills is _____.
A. the 20s
B. the 30s
C. the 40s and 50s
D. the 60s and 70s
Q:
Which of the following is a time management technique?
A. Scheduling the next day before leaving work
B. Not scheduling unpleasant or difficult tasks during prime time
C. Doing at least three tasks at a time
D. Performing unproductive activities to escape job-related anxiety
Q:
Which of the following is a way to help overcome procrastination?
A. Concentrating on multiple tasks simultaneously
B. Using positive affirmations, such as, "I can do this"
C. Thinking about the good feeling you will have if rush through a last-minute effort
D. Delegating tasks to subordinates
Q:
Some companies and jobs have a mandatory retirement age. Should the government pass a law stating a mandatory retirement age?
Q:
Should religious people be given breaks and a special place to pray during their work time?
Q:
Do we really need laws to get organizations to give equal opportunities to all? Should the current employment laws be changed? How?
Q:
Have you experienced any cultural differences in human relations with others? If so, explain.
Q:
Have you ever seen any employees under the influence of alcohol or drugs at work? How did their substance use affect their ability to work?
Q:
A customer has complained that the cashier has made a mistake and charged her more than what she owed. As a manager, which of the following steps would you take first to handle this complaint?
A. Agree that it should not have happened.
B. Admit you made a mistake.
C. Tell the customer what you are going to do about it.
D. Ask the customer to recommend a solution.
Q:
Which of the following is the final step of the complaint model?
A. Paraphrase the complaint.
B. Have the complainer recommend a solution.
C. Schedule time to get all the facts and/or make a decision.
D. Develop and implement a plan.
Q:
_____ are work-life benefits that offer professional counseling for personal, family, and/or substance abuse problems.
A. Employee assistance programs
B. Wellness programs
C. Work-life balance classes
D. Telecenters
Q:
_____ are work-life welfare packages that let employees choose the packages that best suit them.
A. Life packages
B. Welfare inducements
C. Prime perks
D. Cafeteria benefits
Q:
Which of the following comments is a sexist way to describe a businesswoman?
A. She's difficult to work for.
B. She follows through.
C. She isn't afraid to say what she thinks.
D. She is careful about details.
Q:
"Minorities who are managers have difficulty in situations calling for quick and precise decisions," says Rohan, who is a supervisor at Trades Inc. Rohan's statement can be best categorized as a _____.
A. fact
B. survey feedback
C. myth
D. certainty
Q:
Which of the following laws protects people with HIV or AIDS from discrimination?
A. Civil Rights Act of 1991
B. Rehabilitation Act of 1973
C. Family and Medical Leave Act of 1993
D. Occupational Safety and Health Act of 1970
Q:
Support for affirmative actions has increased manifold.
Q:
During interviews, it is illegal to ask a person's maiden name or whether the person has changed his or her name.
Q:
To help overcome prejudice and discrimination, organizations train their employees to value employee differences to help ensure high-quality relationships.
Q:
Do your professors use consistent standards in terms of the work they require in their courses and the performance appraisal grades they give? Or do some professors require more work than others? Do some give lots of As while others give lots of lower grades? Is this diversity in work requirements and performance appraisal positive or negative? Why does it exist?
Q:
Describe the organizational culture at a firm for which you work or have worked. Does or did the organization strive to have a strong positive culture? If so, how?
Q:
Give a specific example of when a change model would be helpful to a specific manager.
Q:
Describe a situation in which you were resistant to change. Identify the intensity, source, and focus. Using Exhibit 12.3, which box (by number and statement) describes your resistance?
Q:
Give one or more examples of a type of change you experienced in an organization. (Identify it as task change, structural change, technological change, or people change.)
Q:
Which of the following is a typical team-building agenda?
A. Climate building
B. Performance appraisal
C. Personality building
D. Providing feedback to employees
Q:
Ian is a clerical worker. He sorts files, as do the other ten employees in the department. All the employees know that they are supposed to place the files in the exact place when they are finished so that others can find them when they need them. As a rule, employees should have only one file out at a time. Ian's supervisor notices that Ian has five files on his desk of which one is a file that another employee urgently needs. Which of the following steps of the coaching model should Ian's supervisor take immediately after describing to Ian his current behavior?
A. Refer to past feedback.
B. Describe desired performance.
C. Get a commitment to the change.
D. Use disciplinary action.
Q:
"I can see a lot of improvement in your presentation skills." With which of the following steps of the training cycle can this statement be best identified?
A. Step 1: Conducting needs assessment
B. Step 2: Setting objectives
C. Step 3: Conducting the training
D. Step 4: Measuring and evaluating results