Molly,a Customer Service Representative for an Insurance Company,was Rude to a Confused

question 123

Multiple Choice

Molly,a customer service representative for an insurance company,was rude to a confused and agitated customer who called the help line.The customer immediately contacted Molly's supervisor and lodged a complaint.Molly's supervisor then reprimanded Molly and recorded the incident in Molly's file.Molly vowed to herself to never make that mistake again "even if the caller is a lunatic." This is an example of

• A) the law of effect.
• B) delayed reinforcement.
• C) transfer of training.
• D) behavior modeling.

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Definitions:

Trusting Relationships

Bonds between individuals that are built on the mutual confidence in each other's reliability, truth, ability, or strength, essential for personal and professional development.

Calcium

A mineral essential for bone health, muscle function, and nerve signaling.

Milligrams

A unit of weight equal to one thousandth of a gram, often used in medicine to measure dosages.

Requirement

A need or necessity that must be met to achieve a goal or maintain a standard.