Nelson works as a customer service executive in a call cente…
Nelson works as a customer service executive in a call center. He handles customer queries and is often hampered by network and telephone problems. Hence, he is sometimes unable to effectively address customers’ problems. The poor quality of customer service in the given scenario can be attributed to
Read DetailsMichaela works in the linen department of a large department…
Michaela works in the linen department of a large department store. When a customer arrives to collect a tablecloth that she had specially ordered, she is disappointed to know that the delivery of the ordered merchandise has been delayed. Michaela is able to use empowerment to bridge the________ gap by offering to bring the product to the customer’s residence herself.
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