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28 Apr 2021, 01:30
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D
Be sure to select an answer first to save it in the Error Log before revealing the correct answer (OA)!
Difficulty:
15%
(low)
Question Stats:
82% (01:42) correct
18%
(01:48)
wrong
based on 280
sessions
History
Date
Time
Result
Not Attempted Yet
Customer Support: We have been receiving complaints about our customer service for a while now. Hiring additional employees to answer phones in the customer service department would improve our service and, therefore, increase the satisfaction of our customers.
Human Resources: Hiring more employees is costly. We should give our current employees an incentive to finish every conversation with a customer in the minimum amount of time so that they learn how to optimize their performance.
Which of the following, if true, most weakens the suggestion of the Human Resources department?
A. Employees new to customer service as an occupation require training, and an adjustment period, which can result in significant expenses.
B. In the last 15 years, customer service has made a complete conversion from handling written complaints to dealing with customers solely through electronic mail and telephone calls.
C. Increasing the satisfaction of customers can be achieved by reducing the amount of time a caller waits on the line before being answered.
D. A recent experiment showed that when given cash bonuses, customer service employees would answer more customer calls per hour, but the level of customer satisfaction would decrease.
E. Statistics show that customer service is rated as the most important parameter affecting a customer's decision to recommend a product or service to a peer.
Human Resources: Hiring more employees is costly. We should give our current employees an incentive to finish every conversation with a customer in the minimum amount of time so that they learn how to optimize their performance.
Which of the following, if true, most weakens the suggestion of the Human Resources department?
A. Employees new to customer service as an occupation require training, and an adjustment period, which can result in significant expenses.
B. In the last 15 years, customer service has made a complete conversion from handling written complaints to dealing with customers solely through electronic mail and telephone calls.
C. Increasing the satisfaction of customers can be achieved by reducing the amount of time a caller waits on the line before being answered.
D. A recent experiment showed that when given cash bonuses, customer service employees would answer more customer calls per hour, but the level of customer satisfaction would decrease.
E. Statistics show that customer service is rated as the most important parameter affecting a customer's decision to recommend a product or service to a peer.
29 Apr 2021, 01:15
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OFFICIAL EXPLANATION
Customer Support: We have been receiving complaints about our customer service for a while now. Hiring additional employees to answer phones in the customer service department would improve our service and, therefore, increase the satisfaction of our customers.
Human Resources: Hiring more employees is costly. We should give our current employees an incentive to finish every conversation with a customer in the minimum amount of time so that they learn how to optimize their performance.
Which of the following, if true, most weakens the suggestion of the Human Resources department?
A. Employees new to customer service as an occupation require training, and an adjustment period, which can result in significant expenses.
Incorrect.
This is a Conclusion Weakening question in the Dialog format. You are asked to choose the answer choice which weakens the Human Resources' suggestion (or strengthens the Customer Support's claim):
By explaining why hiring additional employees is costly, this answer choice weakens the Customer Support's claim, and thereby indirectly strengthens Human Resources' suggestion. However, you were supposed to weaken the Human Resources' position.
B. In the last 15 years, customer service has made a complete conversion from handling written complaints to dealing with customers solely through electronic mail and telephone calls.
Incorrect.
This answer choice neither weakens nor strengthens Human Resources' suggestion. The history and advancement of the customer service industry are well out of the scope of the argument. Information about such a topic is irrelevant since it cannot weaken Human Resources' suggestion.
C. Increasing the satisfaction of customers can be achieved by reducing the amount of time a caller waits on the line before being answered.
Incorrect.
By showing that shorter queues for support increase customer satisfaction, this answer choice strengthens the position of both the Customer Support and Human Resources. While in most cases strengthening one side means weakening the other, in this argument, both sides agree that the queues should be kept short, but both have different methods of achieving this goal.
Focus on the method suggested by Human Resources' and look for an answer choice that can weaken it or strengthen the Customer Support's method alone.
D. A recent experiment showed that when given cash bonuses, customer service employees would answer more customer calls per hour, but the level of customer satisfaction would decrease.
This answer choice directly undermine Human Resources' suggestion by showing that their suggested method has already been tested, and while this method led to shorted calls, it also was found that customer satisfaction would decrease if it were to be implemented. This defeats the purpose of the method to being with.
E. Statistics show that customer service is rated as the most important parameter affecting a customer's decision to recommend a product or service to a peer.
Incorrect.
This is a Conclusion Weakening question in the Dialog format. You are asked to choose the answer choice which weakens the Human Resources' suggestion (or strengthens the Customer Support's claim):
This answer choice neither weakens nor strengthens Human Resources' suggestion because it emphasizes the importance of customer service, a factor which is not under dispute. Both sides are looking to solve the problem mentioned. The point being debated is whether each side's solution will prove to be successful.
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General Discussion
28 Apr 2021, 02:28
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Both Customer Support and HR agree that answering the phones will increase the satisfaction of customers.
However, HR does not want additional hiring i.e. expensive and seek to achieve the goal by giving incentive to current employees to finish every conversation with a customer in the minimum amount of time.
We need to weaken HR's point. Let's look at the choice now.
A. Employees new to customer service as an occupation require training, and an adjustment period, which can result in significant expenses.
This choice supports the HR that there is no need of additional expensive hiring.
B. In the last 15 years, customer service has made a complete conversion from handling written complaints to dealing with customers solely through electronic mail and telephone calls.
This choice just says that there is a need of conversation. But, it does not attack HR's point.
C. Increasing the satisfaction of customers can be achieved by reducing the amount of time a caller waits on the line before being answered.
This choice actually supports the HR's point. If the current employees finish every conversation with a customer in the minimum amount of time, the customers won't have to wait longer.
D. A recent experiment showed that when given cash bonuses, customer service employees would answer more customer calls per hour, but the level of customer satisfaction would decrease.
This is where the HR misses. The intensive can just encourage the employees to answer more customer calls per hour, but won't meet the standard of customer satisfaction i.e. the main concern for starting this argument.
E. Statistics show that customer service is rated as the most important parameter affecting a customer's decision to recommend a product or service to a peer.
This choice just says that customer service is important. But, it does not impact the HR's point.
IMO D
However, HR does not want additional hiring i.e. expensive and seek to achieve the goal by giving incentive to current employees to finish every conversation with a customer in the minimum amount of time.
We need to weaken HR's point. Let's look at the choice now.
A. Employees new to customer service as an occupation require training, and an adjustment period, which can result in significant expenses.
This choice supports the HR that there is no need of additional expensive hiring.
B. In the last 15 years, customer service has made a complete conversion from handling written complaints to dealing with customers solely through electronic mail and telephone calls.
This choice just says that there is a need of conversation. But, it does not attack HR's point.
C. Increasing the satisfaction of customers can be achieved by reducing the amount of time a caller waits on the line before being answered.
This choice actually supports the HR's point. If the current employees finish every conversation with a customer in the minimum amount of time, the customers won't have to wait longer.
D. A recent experiment showed that when given cash bonuses, customer service employees would answer more customer calls per hour, but the level of customer satisfaction would decrease.
This is where the HR misses. The intensive can just encourage the employees to answer more customer calls per hour, but won't meet the standard of customer satisfaction i.e. the main concern for starting this argument.
E. Statistics show that customer service is rated as the most important parameter affecting a customer's decision to recommend a product or service to a peer.
This choice just says that customer service is important. But, it does not impact the HR's point.
IMO D
