A team leader wants Kristin, a customer-service representative, to keep up her fine record of resolving customer complaints. The team leader should compliment Kristin
a. at the end of every workday.
b. every so often when she resolves a tough problem.
c. even when she is unable to resolve a tough problem.
d. each Monday through Thursday, but not on Friday.
Answer: b. every so often when she resolves a tough problem.
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