Final answer:
The two principle characteristics in companies that lead their industries in customer service are not upselling and emotional labor.
Step-by-step explanation:
The statement that two principle characteristics in companies that lead their industries in customer service are upselling and emotional labor is false.
Upselling refers to the practice of encouraging customers to purchase more expensive or additional products or services. While upselling can be a strategy employed by some companies to enhance customer service, it is not a defining characteristic. Emotional labor, on the other hand, involves managing one's emotions to provide satisfactory service to customers. It is an important aspect of customer service, but it is not one of the two principle characteristics.
Based on available information, the two principle characteristics that have been identified in companies that lead their industries in customer service may vary, but some examples could be:
- Personalized service: Providing individualized attention and addressing customer needs on a one-on-one basis to create a positive customer experience.
- Effective communication: Demonstrating excellent communication skills, actively listening to customers, and effectively conveying information or resolving issues.