1. Read the following scenarios and explain what level of need analysis is mentioned. a. Main duties of customer service officers are handling customer complaints and direct them to correct department. In dealing with this duty they need be good communicators, empathetic and should have the correct technical information about the products. b. In the analysis of customer service department performance appraisals, HR manager identified many customer service officers do not have clear understanding about technical aspects of the products. c. ABC company is large consumer appliance retailer, recently they identified large number of complaints in social media pages from customers. The main reason was poor after sales service offered by the company.
1. Read the following scenarios and explain what level of need analysis is mentioned. a. Main duties of customer service officers are handling customer complaints and direct them to correct department. In dealing with this duty they need be good communicators, empathetic and should have the correct technical information about the products. b. In the analysis of customer service department performance appraisals, HR manager identified many customer service officers do not have clear understanding about technical aspects of the products. c. ABC company is large consumer appliance retailer, recently they identified large number of complaints in social media pages from customers. The main reason was poor after sales service offered by the company.
Chapter1: Taking Risks And Making Profits Within The Dynamic Business Environment
Section: Chapter Questions
Problem 1CE
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1. Read the following scenarios and explain what level of need analysis is mentioned.
a. Main duties of customer service officers are handling customer complaints and direct them to correct department. In dealing with this duty they need be good communicators, empathetic and should have the correct technical information about the products.
b. In the analysis of customer service department performance appraisals, HR manager identified many customer service officers do not have clear understanding about technical aspects of the products.
c. ABC company is large consumer appliance retailer, recently they identified large number of complaints in social media pages from customers. The main reason was poor after sales service offered by the company.
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