At AT&T Universal Card's Customer-Service Center in Jacksonville,Florida,customer Service Representatives

question 47

Multiple Choice

At AT&T Universal Card's Customer-Service Center in Jacksonville,Florida,customer service representatives are given immediate access via their computer screen to information and tools they need to serve the customer efficiently.When a customer calls,the representative can view the customer's account records and any notes from previous telephone calls from the customer.The representatives also have information on commonly asked questions.By providing immediate access to customer files,AT&T Universal Card is using which of the following human resource strategies for closing provider gap 3?

• A) Hire the right people
• B) Provide needed support systems
• C) Retain the best people
• D) Develop people to deliver service quality
• E) Set service standards

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Definitions:

Antitrust Laws

Legislation that prohibits firms from combining in a way that would stifle competition within that industry.

Large Businesses

Entities that operate on a large scale, typically characterized by significant employee numbers, vast operational reach, and substantial revenue streams.

Minimum Wage

The lowest legal hourly pay rate that employers can pay to workers, established by government law or regulation.

Executive Workers

Individuals who hold high-ranking positions within an organization, overseeing its management and making major decisions concerning its operation.