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Table 3.3 Tony Manages a Small Group of Customer Service Representatives and Representatives

question 24

Multiple Choice

Table 3.3
Tony manages a small group of customer service representatives and is responsible for all their training. His coaching style is to catch people doing this right, then offer praise and small rewards for proper performance. When Tony works with the customer service representatives who handle customer correspondence, he pays random surprise visits to each representative to encourage, coach, and correct behavior. He believes this keeps the representatives on their toes. With his customer service representatives who handle phone calls, Tony drops in on each one after they have taken between 50-100 calls. He's able to monitor their call rate from his computer terminal.
-Refer to Table 3.3. Tony's learning philosophy is an example of:

Definitions:

Childhood Obesity

A medical condition affecting children and adolescents, characterized by a body mass index (BMI) at or above the 95th percentile for children of the same age and sex.

Correlational Methods

Research methods that examine how variables are naturally related in the real world. The researcher makes no attempt to alter the variables or assign causation between them.

Personal Examples

Individual instances or situations from one's own life used to illustrate or explain a concept, idea, or phenomenon.

Strongly Related

Describes a significant association or connection between two variables or concepts.