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A call center manager requests refresher training for customer service representatives because the average call...

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A call center manager requests refresher training for customer service representatives because the average call length has increased significantly. The manager claims nothing has changed except the return policy. Which action by a talent development professional best exemplifies taking a systems-thinking approach to this request?

A.

Implement refresher training for representatives with the longest call times to ensure they understand the return policy process

B.

Review the new workflow for processing returns and design the appropriate content for the refresher training

C.

Design training as requested by the call center manager in order to be a valued business partner

D.

Consider possible causes and test the manager's assumptions about the return policy to see if the gap is skills-based

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