A customer service representative calmed an irate client and managed to successfully tackle the problem bothering her.For the representative's supervisor (in the context of performance management),this would be an example of a(n):
A) MBO.
B) OBM.
C) critical incident.
D) BARS.
E) balanced scorecard.

Question

Quizplus · Accepted Answer

This scenario describes a specific incident where the customer service representative successfully de-escalated an angry client and resolved their issue. This type of event is called a critical incident and is often used as a basis for performance evaluations and coaching. MBO (management by objectives) and BARS (behaviorally anchored rating scales) are more formal performance management methods that focus on overall performance over a longer period of time. OBM (organizational behavior management) is a broader approach that aims to improve organizational performance through the systematic application of behavioral science principles. The balanced scorecard is a strategic planning and management tool that incorporates financial and non-financial metrics to track an organization's performance.

A Customer Service Representative Calmed an Irate Client and Managed