Phone encounters are a type of ___________ in which tone of voice,employee knowledge,and effectiveness of handling customer issues are important criteria for judging quality.
A) Remote encounter
B) Technology-mediated encounter
C) Detached conversation
D) Public discourse
E) Collective encounter

Question

Quizplus · Accepted Answer

Technology-mediated encounters involve interactions where technology plays a central role in the communication process. In phone encounters, the tone of voice, employee knowledge, and effectiveness in handling customer issues are crucial for assessing the quality of the interaction, fitting the characteristics of technology-mediated encounters.

Phone Encounters Are a Type of ___________ in Which Tone