Donald Is the Customer Service Manager at Artemis Technologies,a Software

question 37

Multiple Choice

Donald is the customer service manager at Artemis Technologies,a software development firm.During a lean period,employees who handle customer issues over the telephone are trained and asked to handle walk-in customers for 2 months; similarly,employees who handle walk-in customers are trained and asked to handle customer issues over the telephone for 2 months.Donald makes these changes to improve employee motivation.In this example,Donald is most likely to be using which of the following strategies?

• A) centralization
• B) cross-training
• C) decentralization
• D) horizontal integration
• E) benchmarking

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Definitions:

Central Nervous System

The complex of nerve tissues that controls the activities of the body, comprising the brain and spinal cord.

Dissociative Theory

A psychological theory explaining a disconnection and lack of continuity between thoughts, memories, surroundings, actions, and identity.

Cognitive Behavioral

A therapeutic approach that aims to change negative patterns of thinking or behavior that are contributing to a person's difficulties.

Night Terrors

Episodes of intense fear that occur during sleep, often involving screaming, thrashing, and a feeling of terror upon awakening.