Question

When a customer service manager works to defuse a situation with an irate customer, he or she is assuming a ________ role.

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

Answer 1

A customer service manager assumes a negotiator role when defusing a situation with an irate customer.

Step-by-step explanation:

When a customer service manager works to defuse a situation with an irate customer, he or she is assuming a negotiator role. The manager is responsible for finding a mutually agreeable solution that addresses the customer's concerns and preserves the company's interests. They need to listen to the customer, identify the problem, and work towards a resolution by finding common ground or offering alternatives.