Managing customer touch points becomes a concern under current issues in OCSM when:
A)Complaints arise about shaking hands with customers in cultures that is frowned upon.
B)Firms striving to become superefficient begin to scrimp on staffing and training customer support personnel.
C)A firm has a workforce trained in specifically diverse situations and the correct level of service may be hard to discern.
D)Firms market global products.
E)Senior executives fail to recognize the contribution OCSM can make to their success

Question

Quizplus · Accepted Answer

When firms strive to become superefficient and cut costs by reducing staffing and training for customer support, managing customer touch points becomes a concern as it can negatively impact customer service quality.

Managing Customer Touch Points Becomes a Concern Under Current Issues