In a customer service training session, employees are asked to switch roles with customers. For example, a customer service representative plays the role of a dissatisfied customer, while another trainee acts as the representative handling the complaint. This exercise helps employees understand the customer's perspective, enhancing their empathy and improving their problem-solving skills. This is an example of what kind of training? Question 42 Answer a. Reverse role play b. Action learning c. Simulation d. Games