Author Question: Which term refers to the employment practices that would constitute discrimination toward certain ... (Read 61 times)

tiffannnnyyyyyy · **on:** Aug 2, 2018

Which term refers to the employment practices that would constitute discrimination toward certain individuals were they not related to an essential job function and reasonably necessary for the normal operation of the business?

a. Job specifications
b. Performance standards
c. Employment contingencies
d. Bona fide occupational qualifications

Question 2

Explain the importance of creating a formal customer service plan.

What will be an ideal response?

Jmfn03 · **Reply #1 on:** Aug 2, 2018

Answer to Question 1

D

Answer to Question 2

A formal customer service plan is essential if managers are to achieve the service goals that they set for their operations. Managers develop effective customer service plans when they identify the standards they wish to achieve in the key areas of products, employees, facilities, and safety and security. After standards have been identified, managers' customer service plans address how proper staffing will impact their operations' ability to achieve the standards. Finally, an effective customer service plan addresses the important issue of how managers can monitor their success in achieving the service standards they have established, and the steps they will take if the operation falls short of meeting its service standards goals.