Question

Fran is a call center customer-service worker who has a script she's supposed to strictly follow when she responds to customer complaints. One day, a customer is extremely rude to her and Fran departs from the script and asks her to be more polite and respectful. What kind of strategy is this an example of?a. corporate resistanceb. individual resistancec. service resistanced. collective resistance

Answer 1

b. individual resistance

Step-by-step explanation:

The above situation is an example of an individual resistance. This is because although Fran was given a set of instructions from the company and a script to follow, when she encountered a customer who was being rude to her, she on her own individual account tracked off from the script and decided to politely resist the customer.

She couldn't have done in any of the other options given in the question

Answer 2

Answer: B.

This is an example of individual resistance.

Step-by-step explanation:

Individual resistance occurs when an individual is not comfortable with certain instructions from an organization. This can be because it poses some level of threat to the way of life he or she has been accustomed to, or to the individual's personal values.

Fran deviating from the instructions of the organization to strictly follow the script she was given, because a customer was being rude to her, is an example of individual resistance.