Pascal is a customer service representative who handles phone inquiries. He has a goal of handling 12 calls per hour. When he gets a customer with a complex situation, he tends to become short with that person to keep the call short. This is an example of:
A) Ill-conceived goals
B) Motivated blindness
C) Indirect blindness
D) The slippery slope
E) Overvaluing outcomes

Question

Quizplus · Accepted Answer

This is an example of ill-conceived goals because Pascal's goal of handling 12 calls per hour may be leading him to prioritize speed over quality customer service. This can result in him becoming short with customers with complex situations, which may worsen their experience and damage the company's reputation.

Pascal Is a Customer Service Representative Who Handles Phone Inquiries