AT&T Felt the Best Way to Train Employees on Customer

question 9

Multiple Choice

AT&T felt the best way to train employees on customer service was to have employees act as customers: sit back-to-back in chairs and simulate a customer calling the company.This training method is known as:

• A) programmed learning.
• B) job rotation.
• C) role playing.
• D) behavior modeling.

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Definitions:

Defense of Marriage Act

The Defense of Marriage Act was a U.S. federal law enacted in 1996 that defined marriage for federal purposes as the union of one man and one woman, and allowed states to refuse to recognize same-sex marriages granted under the laws of other states.

Same-Sex Couples

Romantic or marital partnerships between two people of the same gender.

Civil Union Law

Legislation that provides legal recognition to relationships of couples, often same-sex, granting them similar rights and benefits to those of marriage.

Civil Rights Amendments

Refers to the 13th, 14th, and 15th amendments to the U.S. Constitution, which abolished slavery, granted citizenship rights, and prohibited voting discrimination based on race, respectively.