Bonnie has a problem with her bill from her trip to the emergency room. she calls the main number of the hospital. the hospital operator listens politely and transfers bonnie's call to the emergency room. the emergency room staff person remembers bonnie and asks how she is doing, and eventually transfers her to the billing department. the billing department staff person tells bonnie that she needs to call the insurance company. which customer service element does the hospital need to improve?

Understanding the caller and Knowledge of the product or service

Explanation:

The 'knowledge of the product or service' element of customer service of what is done by whom and the understanding of what the customer or caller is looking for must be improved also. Here, Bonnie calls the hospital and the operator carefully listens to what she has to say. Bonnie has a problem with her bill rather than a medical issue and this aspect is important. The operator must have asked a question trying to understand the problem and then should have used his knowledge to direct her to the billing department directly as bills are handled by the billing department. The understanding of the problem and knowledge of the institution needs to be improved.

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new communications technology has affected the way social movements are organized because nowadays, social movements rely on social networks and the media to get different people with a similar way of thinking in contact, and thus, get them to mobilize for a greater cause.

individuals only participate in collective action when they feel identified with it. is in this aspect that social media becomes relevant, because it guarantees communication among all individuals and organizes the social actions that are going to be carried out, i.e., the social movements.

in addition, being covered by the media is important to validate the message and make it relevant in the social agenda, as well as to reach more people who can share interests, appealing to public sympathy for their cause.

in conclusion, it is by social networks and social media that social movement is given birth; by connecting different individuals with similar ideas and organizing them to mobilize for a greater cause.