Managing Customer Touch Points Becomes a Concern Under Current Issues

Multiple Choice

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.