Question

The customer service department of the cell phone company serving a 10-state region in the Southwest, has a reputation of being unhelpful to customers and sometimes customer service representatives are considered surly and rude to customers, especially to technologically- challenged callers: True/ False The cause of this behavior by the customer-relations is most likely to be

a: True/ False the customer service department being located in New York City: True/ False
b: True/ False a lack of focus on the customer by managers and employees: True/ False
c: True/ False dissatisfied and difficult customers: True/ False
d: True/ False low pay in the customer service positions: True/ False

Answer 1

The behavior of the customer service department can be caused by a lack of focus on the customer, dealing with difficult customers, and low pay in customer service positions.

Step-by-step explanation:

The cause of the behavior by the customer service department can be attributed to various factors:

1. A lack of focus on the customer by managers and employees: If customer service representatives and managers do not prioritize customer satisfaction, they may not provide helpful and friendly assistance to customers.
2. Dissatisfied and difficult customers: Dealing with challenging customers can sometimes lead to frustration and negative attitudes from customer service representatives.
3. Low pay in the customer service positions: Low pay can contribute to job dissatisfaction, which may be reflected in the behavior of customer service representatives.

It is important for the customer service department to address these issues in order to improve their reputation and provide better service to customers.