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Question
Many customer service training programs are based on the idea that:a. Good service keeps customers coming back
b. Bad service keeps customers challenged
c. Service doesn't matter to customers
d. Let the customer beware
Answer
This answer is hidden. It contains 1 characters.
Related questions
Q:
Which of the following is not a step in meeting affirmative action guidelines;
a. Analyze the surrounding labor market
b. Prepare a policy statement on equal employment opportunity
c. Develop goals to correct underrepresented groups
d. Hire women and minorities no matter what their qualifications for a job
Q:
Quid quo pro sexual harassment means that:
a. Sexual conduct is used as the basis of an employment decision
b. A hostile work environment was created
c. Employees are unhappy with jokes and remarks
d. Employees just feel uncomfortable with someone's remarks
Q:
Treatment discrimination means:a. Not making jobs available to minorities b. Not having an affirmative action plan c. Not promoting white malesd. Not training women for upper level jobs
Q:
Women and minorities are::a. Not being hired by US companies b. Being hired but not promoted as quickly to upper management positions c. Being promoted very quickly to upper management positionsd. Women are promoted very rapidly, but minorities are not being promoted as quickly
Q:
To raise the awareness of cultural differences which of the following is true?
a. Give a humorous lecture
b. Separate groups by culture when training them
c. Some questions that generate discussion need to be asked
d. Show some exciting videos
Q:
Equal employment law:a. covers situations where the opportunities for particular groups (such as women and minorities) are limited, e.g., they are not allowed into training programsb. applies only to hiring employees on a fair basisc. does not apply to the training of employeesd. includes training ( but only covers disability and age discrimination
Q:
Interpersonal distance do not vary for people from different cultures.
Q:
Over one-half of US companies offer some form of cross-cultural training.
Q:
A quality circles group consists of:
a. A steering committee
b. A facilitator
c. The circle leaders
d. All of these are members of a quality circles group
Q:
Group effectiveness depends on all of the following except:
a. If the group likes each other
b. If group output meets standard
c. If the group members are learning to work independently
d. If the groups efforts are adding to individual growth
Q:
A cooperative agreement is a strategy between:
a. The organization and the labor union
b. The organization and the IRS
c. The union and the EEOC
d. The organization and a third party consultant
Q:
The change manager:
a. Makes forced changes in the organization structure
b. Oversees the design of the intervention strategy
c. Changes the pay structure of the organization
d. Is always an external consultant
Q:
When individuals perceive a replacement of one paradigm with another that contains new variables, this is known as:a. alpha change b. beta change c. gamma (a) changed. gamma (b) change
Q:
In a learning organization:
a. HRD is responsible for all learning that takes place
b. top management decides who gets training
c. everyone works on solving problems and improving task performance
d. most decisions are made only by management
Q:
In organizational development, a cooperative agreement between unions and management:a. takes the place of the labor contractb. give the unions what they what with nothing given back on the part of the unionsc. is not needed - management runs the organizationd. requires trust on both sides - but is essential for organizational change to take place in a unionized organization
Q:
Organizational development is designed to enhance
a. Individual employees only
b. Only the organization
c. Both the individual employee and the organization
d. Neither the individual employee nor the organization
Q:
An Intervention strategy is
a. the primary means for organizational change and improvement
b. an unplanned corporate event
c. a new government regulation
d. a major problem encountered for the first time by an organization
Q:
A high performing work system is based on eight core principles.
Q:
OD enhances the effectiveness of the organization.
Q:
The change agent needs a knowledge of OD theories.
Q:
Which of the following is not a component of management development?a. Mentoring and coaching b. Management education c. Management trainingd. On-the-job experiences
Q:
Mental practice involves
a. The trainee repeatedly performing the task to be learned
b. The trainee mentally rehearsing what is being learned
c. Both A & B are mental practice
d. Neither A or B is mental practice
Q:
A student who studied for this exam for two hours a day for four days would most clearly be using (or demonstrating):a. whole learning b. spaced practice c. Overlearningd. massed practice
Q:
Individuals with low levels of cognitive playfulness are more affected by positive feedback than individuals with high levels of cognitive playfulness.
Q:
Expert performance is being very good at almost everything
Q:
Gerontology is the study of old age and aging.
Q:
ATI is the attitude treatment interaction theory
Q:
An example of stimulus variability would be allowing the trainees to practice on different types of stoves they may be asked to cook on at work.
Q:
Interference refers to things you learned before the training session or information received after the training.
Q:
Learning is defined a short-term change in behavior: