Question 1

Which of these misbehaviours is present in the call centers industry ?

Accepted Answer

verbal abuse

Answer

financial fraud

Answer

vandalism

Answer

Shoplifting

Question 2

In France, in 2014, 42% of Employee are exposed to incivility ?

Accepted Answer

True

Answer

False

Question 3

How many employees are victims of verbal aggression in France?

Accepted Answer

15%

Answer

20%

Answer

1%

Answer

1%

Question 4

Find the the odd man out :  Examples of customer-directed sabotage (one answer)

Accepted Answer

Grant the customer  a benefit, reduction to which he is entitled

Answer

Intentionally put a customer on hold for a long period of time

Answer

Hung up on a customer

Answer

Purposefully transferred a customer to the wrong department
Insult him

Question 5

In your opinion , what are the consequences of Customer mistreatment  for employees ?

Accepted Answer

Weak performance, strong sabotage, strong depletion of resources,

Answer

weak performance, weak sabotage, strong depletion of resources

Answer

Strong performance, strong sabotage ,strong depletion of resources

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