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:

Human Issues

Concerns or problems related to human factors, such as ergonomics, human error, and workforce management.

Systems Development

The process of creating and implementing a new system, including both software and hardware components, to meet specific business or user requirements.

System Design

The process of defining the architecture, components, modules, interfaces, and data for a system to satisfy specified requirements.

Technical Specifications

Detailed information and criteria about the technical aspects that a product or project must meet.