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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:

Information Technology

The use of computers, networking, and other physical devices and processes to create, process, store, secure, and exchange all forms of electronic data.

"The World is Flat"

A book by Thomas L. Friedman that discusses globalization and its impact on the world economy, proposing that technological advancements have leveled the competitive playing fields between industrial and emerging market countries.

Social Dumping

Practice where companies move production to countries with lower labor standards and wages, undermining workers' rights and conditions.

Domestic Producers

Companies that manufacture or produce goods and services within a country's borders.