Question

Key terms Collaborating Competing Compromising Customer relations policy First-call resolution (FCR) Lose-lose strategy Mediation Negotiation Ping-ponging Script Win-lose- strategy Win-win strategy

Answer 1

Ans) Collaborating: Collaboration is the process of two or more people or organizations working together to complete a task or achieve a goal. Collaboration is similar to cooperation. Most collaboration requires leadership, although the form of leadership can be social within a decentralized and egalitarian group.

Competing:Compete implies having a sense of rivalry and of striving to do one's best as well as to outdo another: to compete for a prize.

Compromising:to expose or make vulnerable to danger, suspicion, scandal, etc.; jeopardize: a military oversight that compromised the nation's defenses.

Customer relation policy:

- It is a written document that employees follow when dealing with customers who are not satisfied with company's products or services. It also lists that how employees should behave so as to improve the overall experience for customers.