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CSO unit 2 match the pair

Author: BAEY SeeHion
Description:
Keywords: CSO, , , , , , online teaching

Content:
Definitions:
0. Negative team bahaviours will result of
1. Promptness
2. Impact on call centre climate with management %26 Supervisor style.
3. Impact on call centre climate with type of technology
4. BENEFITS OF TEAMWORK FOR THE CALL CENTRE
5. Outcome of STORMING Phrase.
6. Type of difficult customers
7. Impact on call centre climate with good procedures and systems.
8. Professionalism
9. Positivism
10. Outcome of NORMING Phrase.
11. Impact on call centre climate with Shortage of call centre reps
12. Practicality
13. Outcome of FORMING Phrase.
14. Positive team behaviours will create
15. CALL ESCALATIONS

Answers:
0. more trust, able to share information and positive, can-do attitude.
1. Don’t waffle while searching for information. Know your job well.
2. Productive will increase.
3. BENEFITS OF TEAMWORK FOR THE CALL CENTRE
4. It may cause a stressful work environment for staff.
5. More opportunities to learn
6. Courting phase, in which everyone wants to get along with one another.
7. Spread and encourage rumours, be a minimalist.
8. Be precise with facts, numbers, addresses and even feeling and attitudes.
9. Agents should be able to pick up call fast. No customers like to wait.
10. Thank, apologize, take permission. do all the nice things as the others.
11. Teams begin to establish roles and procedures and methods of resolving conflict.
12. Team members work cohesively and interdependently to achieve goal.
13. Relaters, Systemizers, Valuators
14. Agents to be overworked or given goals that are hard to reach.
15. BENEFITS OF TEAMWORK FOR THE AGENT
.